This role reports to the Assistant Manager - TPI

Years of Experience- Minimum of 2+ years of Team Lead experience in a Tech Operations, Integrations, or Delivery role. We have an exciting opportunity for an extremely self-motivated, enthusiastic and driven Team Leader.

You will be a People Person, with a passion for coaching and developing your Team focusing on genuine operational excellence in every interaction.

Required Skills

The candidate should have the below skill sets,

● Have excellent communication skills in both written and spoken English.

● Proven Team leadership experience in a contact centre, tech operations, or integrations team.

● Strong coaching, mentoring, and interpersonal skills, with a focus on developing others.

● Ability to analyse performance data and translate it into clear coaching actions.

● Experienced in managing hybrid operational workflows (e.g. third-party APIs, delivery logistics platforms, email).

● Comfortable with CRM systems, service dashboards, and reporting tools.

● Resilient, adaptable, and solutions-focused under pressure.

● Desirable- Knowledge of LEAN, Six Sigma. Familiarity with Zoho and integration middleware.

● Should be flexible with Rotational Shifts - rotational week offs.

Requirements

Responsibilities:

The job roles and responsibilities are,

● People Management- Leadership- Lead with empathy, ensuring each team member feels supported, included, and heard.

● Build robust, transparent relationships through regular 1-1s, honest feedback, and open dialogue.





● Identify development needs and provide coaching tailored to individual learning styles.

● Manage wellbeing proactively, creating a positive and engaging team environment.

● Handle performance issues with compassion and structure, supporting improvement rather than blame.

● Operational Oversight- Oversee daily operations, including shift readiness, team productivity, and real-time service delivery.

● Manage escalations professionally, supporting both integration partners and team members through resolution.

● Ensure agents understand and are aligned with SOPs, workflows, and client expectations.

● Work cross-functionally to remove blockers, streamline processes, and improve service outcomes.

● Performance Quality Management- Monitor key performance indicators including SLAs, integration success rates, QA scores, and adherence metrics.

● Use coaching to reinforce excellent behaviors and address development areas constructively.

● Deliver regular feedback in a timely, respectful, and meaningful way.

● Participate in calibration sessions to ensure fairness and alignment on quality standards.

● Continuous Improvement- Foster an environment of continuous learning, curiosity, and shared success.

● Recognize and celebrate both team and individual achievements.

● Actively involve the team in process reviews, encouraging suggestions for improvement.

● Support engagement initiatives including monthly incentives, team challenges, and service weeks

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