Job Summary:

We are seeking an experienced and results-driven Team Lead to oversee daily operations, drive team performance, and ensure the achievement of key business objectives. The ideal candidate has at least 2 years of experience as a Team Lead in any line of business, preferably within the retail domain, and possesses strong leadership, coaching, and performance management skills.

Key Responsibilities:

• Supervise and manage day-to-day team operations to ensure service level targets and KPIs are met
• Monitor individual and team performance through regular coaching, feedback, and performance reviews
• Drive productivity, quality, and customer satisfaction metrics
• Handle escalations and provide timely resolution to customer and operational issues
• Conduct team huddles, meetings, and performance calibrations
• Ensure adherence to company policies, processes, and compliance standards
• Identify training needs and support skill development within the team
• Prepare and present performance reports to management
• Foster a positive, collaborative, and high-performance team culture

Qualifications:

• Undergraduate or Bachelor’s Degree holder (preferred)
• At least 2 years of experience as a Team Lead in any Line of Business
• Retail domain experience is an advantage
• Strong leadership, communication, and interpersonal skills
• Proven ability to manage KPIs, SLAs, and performance metrics
• Experience in handling escalations and driving team engagement
• Willing to work in shifting schedules, if required