Komanda rəhbəri

Job Description – Team Leader (TL)

Role Overview

The Team Leader is responsible for managing and supporting a team to ensure operational targets, service quality standards, and productivity goals are achieved. The role includes coaching team members, monitoring performance, and ensuring compliance with company policies and procedures.

Key Responsibilities

• Lead, motivate, and manage a team.
• Monitor team performance against KPIs, productivity, and quality standards.
• Conduct regular performance reviews, coaching sessions, and feedback meetings.
• Support onboarding and development of new team members.
• Handle escalated customer and operational issues.
• Ensure adherence to company policies, procedures, and service standards.
• Prepare and present operational reports as required.
• Collaborate with QA, Training, and Operations teams to drive continuous improvement.
• Support workforce planning and shift management activities.

Requirements

• 2–3 years of experience in Customer Support Operations.
• At least 1 year of experience in a Team Leader or supervisory role.
• Strong leadership, communication, and people management skills.
• Ability to analyze performance metrics and implement improvement plans.
• Strong problem-solving and decision-making abilities.

Technical Skills

• Proficiency in MS Office (Word, Excel, PowerPoint).
• Experience with CRM and ticketing systems is an advantage.