CS Team lead:

- The Team Lead must have a passion for data, efficiency, accuracy, and coaching & developing others.

- Review team capacity, identify risks and opportunities in daily operations, and work closely with stakeholders to reassess prioritization as needed as per the business goals and implement the initiatives

- Works with internal/external teams and uses his/her knowledge and expertise to execute business goals

- Manage a team of 15-20 CS consultants on a day-to-day basis monitoring job or queue adherence, volume, and quality (all operations)

Roster management - Develop the work schedule for the week by balancing capacity across various processes

- Ensure productivity/utilization is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis

- Responsible for known SLAs and task completion targets (within provided capacity). File and track tickets, following up on blocks to productivity

- Devices and implements performance improvement plans for consultants. Provides regular coaching and feedback to direct reports with regard to utilization, quality, performance, behavior and career development.

- Holds team members accountable for performance based on metrics and adherence to rules and guidelines.

- Implement process improvement projects that impact team level performance. Participates in new workflow roll out projects.

Requirements/preferable qualifications:

- 2 years of experience in a people management role

- Bachelor degree qualification or equivalent work experience

- Intermediate or advanced MS Excel skills

- Strong attention to detail and organizational skills

- Strong judgment and instincts and able to prioritize in complex, fast-paced environment

- Strong people management skills and ability to lead by example

- Ability to adapt to dynamic project requirements

- High level of energy and proactive nature. A sense of ownership and drive and a willingness to accept the challenge of daily deadlines is essential