Team Leader
On-siteChennai, Tamil Nadu, India
Job Summary
Lead with empathy to build strong, transparent relationships through regular 1-1s, honest feedback, and open dialogue. Oversee daily operations including shift readiness, team productivity, and real-time service delivery while managing escalations professionally. Monitor key performance indicators such as SLAs, integration success rates, and QA scores to reinforce excellent behaviors and address development areas. Handle performance issues with compassion and structure, supporting improvement rather than blame. Foster an environment of continuous learning by involving the team in process reviews and recognizing individual achievements. Participate in calibration sessions to ensure fairness on quality standards. Manage wellbeing proactively and work cross-functionally to remove blockers and streamline workflows.
Required Qualifications
- Minimum of 2+ years of Team Lead experience in a Tech Operations, Integrations, or Delivery role
- Excellent communication skills in both written and spoken English
- Proven Team leadership experience in a contact centre, tech operations, or integrations team
- Strong coaching, mentoring, and interpersonal skills, with a focus on developing others
- Ability to analyse performance data and translate it into clear coaching actions
- Experienced in managing hybrid operational workflows (e.g. third-party APIs, delivery logistics platforms, email)
- Comfortable with CRM systems, service dashboards, and reporting tools
- Resilient, adaptable, and solutions-focused under pressure
- Flexible with Rotational Shifts - rotational week offs
Desired Qualifications
- Knowledge of LEAN, Six Sigma
- Familiarity with Zoho and integration middleware
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