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)