Team Lead- LBO XpressEdu

About XpressEdu

Job Description

You will be responsible for managing the day-to-day planning, operation, and problem-solving of a team of 15-20 resources. Your primary focus will be to develop the team to ensure consistent delivery of superior quality and independently handle the transitioning of new procedures. You will drive the team to be client/customer-focused, own training and development, and take ownership of delivering service level components, quality, and targets. Your role will involve effectively tracking and analyzing the performance of individual team members, providing coaching and feedback, compiling all external and internal reports, and acting as the communication conduit between the team and management. As a Team Leader, you will be required to implement HR and Operations policies, manage the floor, drive adherence to the schedule, resolve problems, and make recommendations on process development based on analysis and feedback. You will conduct performance feedback sessions, focus on CPM/SLA, build one-to-one relationships, analyze various reports including process dashboards and team performance reports, motivate associates through effective management and career development, and ensure timely submission of Operations Review. Additionally, you will manage attendance and attendance incentives, attain SLA through effective daily operations management, conduct audits, share feedback with team members, and be responsible for managing the portfolio of clients. To be successful in this role, you must possess a graduation degree, have at least 2 years of experience as a Team Leader in the Back Office, and be willing to work in a 24*7 environment. Excellent verbal and written communication skills, strong analytical skills, proficiency in MS Excel and presentation skills are also essential for this position.,