Job Purpose

The Team Leader / Supervisor is the operational anchor of their respective department, responsible for driving daily team performance, ensuring data integrity, and maintaining elite service delivery. This role exists to guide, coach, and motivate a team of operational specialists to consistently meet and exceed strict production quotas, Quality Assurance (QA) benchmarks, and Service Level Agreements (SLAs). By bridging the gap between front-line execution and upper-management strategy, the Supervisor fosters a culture of accountability, continuous improvement, and cross-functional collaboration.

Scope of Duties and Responsibilities

The Employee is expected to perform the following primary duties and responsibilities, including but not limited to:

Core Responsibilities

As a Supervisor, your primary focus is to ensure the flawless execution and delivery of client campaigns.

• Performance & Metric Management: Oversee daily team outputs, aggressively managing productivity, quality scores, and SLA adherence.

• Coaching & Talent Development: Provide structured, continuous feedback and mentorship to agents, addressing performance gaps and recognizing top talent.

• Escalation Resolution: Act as the primary point of contact for complex operational blockers, client escalations, or systemic data discrepancies.

• Workflow Optimization: Monitor real-time dashboards (e.g., PowerBI) to intelligently allocate tasks, balance workloads, and prevent bottlenecks during peak periods.

• Cultural Leadership: Champion company values, maintain team morale, and navigate cross-cultural communication seamlessly with global stakeholders (e.g., UK/European counterparts).

Role-Specific Tasks

(List role-specific duties clearly and measurably)

• SLA & Quota Enforcement: Track and drive the team to meet daily/monthly operational quotas (e.g., 95 minimum daily citations, 1,900 monthly target) while ensuring strict adherence to the overarching 5-day campaign SLA (or 24-48 hours for Express).

• Quality Control Monitoring: Actively monitor QA scorecards and dashboards, intervening directly when an agent's average monthly quality score drops below the departmental baseline (target: 9/10).

• 1:1 Coaching & Feedback: Conduct minimum bi-weekly or monthly 1:1 coaching sessions with every team member to review metrics, address attendance/shift adherence (e.g., 8 AM, 9 AM, 10 AM schedules), and build development plans.

• Cross-Departmental Collaboration: Coordinate daily with peer Team Leads across PST, QA, and Completion teams to resolve overlapping campaign delays, duplicate handling, or platform bugs.

• Administrative Oversight: Review and approve team leave requests, overtime, and shift adjustments ensuring adequate floor coverage is maintained without disrupting campaign delivery.

The Company may reasonably modify or assign related duties consistent with the role, business needs, and the Employee’s qualifications.

Performance Standards

The Employee’s performance shall be assessed based on, but not limited to, the following:

• Team KPI Attainment: The consistent, aggregate success of the team in hitting core operational targets (Productivity Quotas, QA Accuracy, and SLA Turnaround Times).

• Error Rate & Rework Reduction: A measurable month-over-month decrease in customer-reported errors or QA-rejected campaigns originating from the team.

• Operational Efficiency: The ability to effectively manage utilization rates and swiftly clear operational backlogs without requiring constant senior management intervention.

• Team Retention & Engagement: Maintaining high team morale and low voluntary attrition through effective, empathetic leadership and conflict resolution.

• Compliance & Communication: Strict adherence to company policies (including PEZA regulations and data privacy) and the ability to maintain highly professional, culturally aware communication with international stakeholders.

Required Skills, Qualifications, and Experience