Team Leader

Leads a team of 12-20 customer service associates and motivates them to achieve the team's SLA.First level escalation point of contact for the local BU/Global Team.Responsible for project execution, monitoring KPIs, and target compliance.Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service.Monitors team performance and provides regular updates for specific KPIs, ensuring workload compliance and developing and sharing knowledge with the team.Oversees effective resource allocation to meet both productivity and quality metrics.Documents issues as needed and ensures adherence to policy and procedures.Manages process, resources, and system applications.Follows standard practices and business procedures.Performs ad hoc data analysis and participates in various process improvements as needed.Validation and QA/QC – performs validation checks for operational processes and data inputs/outputs.Responsible for complying with internal quality standards.Validates that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.Performs functions as directed by the immediate superior and local office project lead.
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