Our team leads are in charge of managing, leading, motivating, coaching, and training their teams. Working on different projects, team leads are in charge of creating schedules, training for team members, and tasks based on client requirements. Team leads work closely with project managers to ensure that client and agent satisfaction is a top priority and to own the success of their projects. 

DUTIES AND RESPONSIBILITIES:

·         Manage, lead, and motivate teams. 

·         Proactively solve project issues with the teams and project manager before they impact the project. 

·         Make sure both the project manager and teams are aware of the project’s status. 

·         Set, monitor, and achieve goals through the team. 

·         Interact daily with local agents in person and remote team members virtually. 

·         Provide direction to the team to ensure clients receive support in a timely, efficient, and knowledgeable manner. 

·         Uphold studio policies, processes, and security procedures. 

·         Provide reports to the project manager and client. 

·         Perform regular quality control checks according to established project processes. 

·         Act as an escalation point for our clients and their customers. 

·         Provide daily positive and constructive performance feedback to team members 

·         Provide both positive recognition and warnings appropriately. 

·         Help identify areas where training material may need to be reviewed and create training materials. 

·         Conduct weekly one-on-one coaching sessions with assigned employees. 

·          Provide employees with metrics on their performance according to project KPIs or SLAs. 

·         Train shift leads. 

·          Interact in a professional, courteous, and regular manner with client contacts on all assigned projects. 

·         Act as a point of contact for the client and communicate with them in a professional and courteous manner for all assigned projects. 

·         Communicate important project-related information directly to the client, including reports, metrics, trending issues,and blockers. 

·         Find solutions to client requests when possible. 

·         Verify hours in When I Work within payroll deadlines. 

·         Manage and approve vacation requests. 

·         Monitor employee attendance and flag late and absent employees. 

·         Familiarity with prompt creation, ChatGPT and AI Language models   

·         Ensure planning of deliverable pipeline and forecast workload  

·         Ensure deliveries to client in a timely fashion   

·         Maintain database workflows and processes. 

·         Ensure internal and/or external project-related knowledge bases are maintained. 

·         Communicate employee warnings and disciplinary actions to Human Resources. 

·         Conduct Player Support representative duties as required.