IGT Solutions is seeking a dedicated and proactive Team Leader to oversee and guide our team to achieve operational goals and deliver exceptional results. The Team Leader will be responsible for managing daily team activities, providing support and guidance to team members, and ensuring that team performance meets or exceeds company standards. This role requires strong leadership skills, excellent communication abilities, and a commitment to fostering a positive and productive work environment.

Key Responsibilities:

• Lead, motivate, and support a team of [number] employees to achieve individual and team performance goals
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members
• Resolve any conflicts or issues within the team promptly and effectively
• Monitor team performance and productivity metrics to ensure targets are met and identify areas for improvement
• Implement and manage performance improvement plans as needed to address underperformance
• Prepare and present regular performance reports to upper management
• Identify training needs and coordinate or deliver training sessions to enhance team skills and knowledge
• Support and mentor team members to foster their professional development and career growth
• Onboard new team members and ensure they receive the necessary training and support
• Ensure adherence to company policies, procedures, and standards in all team activities
• Develop and implement process improvements to enhance team efficiency and effectiveness
• Collaborate with other departments to align team objectives with broader company goals
• Maintain high levels of customer satisfaction by ensuring that team members deliver exceptional service
• Address and resolve customer complaints and issues in a timely and professional manner
• Develop and maintain strong relationships with clients and stakeholders to support business growth
• Manage team schedules, including shifts, time-off requests, and coverage
• Handle administrative tasks such as reporting, documentation, and tracking team performance metrics
• Ensure that all necessary resources and tools are available and utilized effectively by the team

Qualifications:

• Experience of 4-6 years in BPO industry
• Bachelor’s degree in Business Administration, Management, or a related field; additional relevant certifications are a plus
• Proven experience in a leadership or supervisory role, with a track record of managing and motivating teams
• Strong leadership and team management skills, with the ability to inspire and guide team members
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and stakeholders
• Strong problem-solving abilities and the capacity to handle challenging situations effectively
• Proficiency in using office software and team management tools
• Ability to work independently and make decisions in a fast-paced environment

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.