About this role
This role reports to the Assistant Manager - TPI
Years of Experience- Minimum of 2+ years of Team Lead experience in a Tech Operations, Integrations, or Delivery role. We have an exciting opportunity for an extremely self-motivated, enthusiastic and driven Team Leader.
You will be a People Person, with a passion for coaching and developing your Team focusing on genuine operational excellence in every interaction.
Required Skills:
The candidate should have the below skill sets,
● Have 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.
● Desirable- Knowledge of LEAN, Six Sigma. Familiarity with Zoho and integration middleware.
● Should be flexible with Rotational Shifts - rotational week offs.
Requirements
Responsibilities:
The job roles and responsibilities are,
● People Management- Leadership- Lead with empathy, ensuring each team member feels supported, included, and heard.
● Build strong, transparent relationships through regular 1-1s, honest feedback, and open dialogue.
● Identify development needs and provide coaching tailored to individual learning styles.
● Handle performance issues with compassion and structure, supporting improvement rather than blame.
● Operational Oversight- Oversee daily operations, including shift readiness, team productivity, and real-time service delivery.
● Manage escalations professionally, supporting both integration partners and team members through resolution.
● Ensure agents understand and are aligned with SOPs, workflows, and client expectations.
● Performance Quality Management- Monitor key performance indicators including SLAs, integration success rates, QA scores, and adherence metrics.
● Use coaching to reinforce excellent behaviors and address development areas constructively.
● Deliver regular feedback in a timely, respectful, and meaningful way.
● Participate in calibration sessions to ensure fairness and alignment on quality standards.
● Recognize and celebrate both team and individual achievements.
● Actively involve the team in process reviews, encouraging suggestions for improvement.
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