Service Delivery Team Lead

Job description

**Job Title: Service Delivery Team Lead** **Role Summary** The Team Leader (TL) will be responsible for managing a team of approximately 15 agents and ensuring consistent achievement of client-defined targets. The role requires a proactive, self-driven leader who can independently analyze performance, drive engagement, and deliver results with minimal supervision. **Key Responsibilities** **People Management & Engagement** - Lead and manage a team of ~15 agents, fostering a high-performance and high-engagement culture. - Drive team motivation, ownership, and accountability through regular coaching and feedback. - Proactively manage absenteeism and attrition within the team through effective engagement and timely interventions. - Identify early indicators of disengagement or performance risk and take corrective action. **Preferred Experience & Qualifications** - Managed a team of **15 to 18 with 2 to 3 years of experience** - Knowledge of Excel - Technical Familiarity with performance metrics, reporting tools, and project management software. - Familiar with **NPS & ASAT** - Conducting **Audits & Coaching / Training** - Task & Performance Driven & Monitoring - Prior experience as a Team Leader or in a similar people management role (BPO / contact center preferred)