The responsibility of the Senior Team Lead is to assist the manager in meeting the site metrics and goals by managing teams operating in multiple shifts. The Senior team lead will also conduct periodic coaching sessions, performance evaluations of his/her team members. Aside from managing operations, s/he will be also involved extensively in client-facing discussions and be able to represent the operations
KEY DUTIES AND RESPONSIBILITIES:
Oversee and manage a team
Communicate operations status to all stake holders
Develop and administer team schedules and performance requirements
Identify value added solutions to address failures and improve performance
Identify opportunities to improve user experience and communicate to delivery lead and Client teams
Manage contract terms and conditions
Coordinate and manage assigned capability roles
Serves as a career counselor for Team Leads
Qualifications/Skills
At least 3 years supervisory experience
Management reporting experience
Managing measured productivity of team
Experience managing productivity-driven operation
Strong leadership skills
Ability to learn quickly through self-study, classroom, and hands-on experience
Experienced in Operational Excellence
Strong communication skills with all levels of employees and management
Ability to perform special projects as needed in addition to daily responsibilities
Flexibility to work straight night shift and overtime; or swing shift.
General knowledge of human resources policies and procedures
Ability to organize staff and supervise workload for maximum efficiency