Team Leader

Lead and manage a team of agents (Helpdesk Engineers, Parts & Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives.

Key Activities and Responsibilities

• Supervise and coach a team of frontline agents (technical, and parts).
• Monitor team performance against KPIs and SLAs.
• Conduct regular one-on-one meetings, performance reviews, and feedback sessions.
• Provide training, guidance, and support to team members.
• Handle escalated cases and complex issues from agents.
• Ensure adherence to processes, policies, and quality standards.
• Coordinate with other Team Leaders and departments for cross-functional collaboration.
• Analyze performance data and implement improvement actions.
• Support recruitment, onboarding, and development of team members.
• Report on team performance, challenges, and achievements to management.