Team Lead
Selections HR Services Private Limited
5 - 10 years
Mumbai
Posted: 03/04/2026
Job Description
Role Summary
The Team Leader oversees Production and Nesting Associates, owning their performance management,
schedule adherence, KPI delivery, GNARR outcomes, and compliance adherence. TL ensures consistent
achievement of operational, customer experience, and revenue-related KPIs, while maintaining
discipline, coaching, and high team engagement.
Key Responsibilities
Performance & KPI Management
o Own delivery of team KPIs including AHT, CSAT, ICX Save Rate, Resolution Time, GNARR,
Conversion Influence, and Schedule Adherence.
o Monitor dashboards and reports to track daily, weekly, and monthly KPI attainment.
o Ensure Associates meet all compliance requirements, including secure handling, privacy,
documentation standards, and accuracy.
Coaching, Development & Readiness
o Conduct structured coaching sessions, performance conversations, and development plans.
o Support nesting Associates through readiness assessments and transition planning.
o Drive capability building by collaborating with SMEs, Quality, and Training teams.
Operational Management
o Manage staffing, queue balancing, attendance, and productivity to ensure SLA delivery.
o Conduct daily huddles, performance reviews, and workflow alignment meetings.
o Ensure Associates follow schedules and operational guidelines precisely.
Escalation & Issue Resolution
o Own resolution of manager-level escalations and critical customer situations.
o Work cross-functionally with internal teams to resolve escalated cases efficiently.
o Reduce executive escalations through preventive coaching and oversight.
Quality & Compliance Governance
o Conduct weekly quality evaluations for each Associate per approved themes.
o Drive reduction of repeat errors, non-compliance events, and missed commitments.
o Ensure 100% accuracy and completeness of case notes and CRM documentation.
Reporting, Insights & Continuous Improvement
o Analyze data from Business Analysts and operational tools; deploy action plans.
o Identify process gaps, drive improvements, and share intelligence with leadership.
o Maintain attrition within defined limits and provide early-warning insights.
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