About the Role

•           An ESS team lead is responsible for monitoring overall team performance which includes assigning work, creating work arounds, addressing queries evaluating performance. 

Additionally, Team Lead is responsible for identifying training needs, implement process improvements, ensures quality parameters are met while maintaining alignment with organizational goals and deadlines. 

Duties: 

Operations: 

• Manage the team of 10-15 Individuals.
• Look after daily ESS operations and delegate work and address queries. 

• Monitor individual and team performance, maintaining and evaluating metrics such as KPI Tracker, updated tracker, and other team trackers. 

• Prepare business reports, performance metrics, and Monthly/Quarterly Review Reports. 

• Identify training needs and arrange necessary training for individuals and process development. 

• Identify process gaps, and suggest, and implement improvements to enhance productivity and accuracy. 

• Monitor the queue, assign work, and evaluate performance. 

Quality 

• Ensure deadlines are met while maintaining established quality standards and TAT. 

• Provide feedback to the team for continuous improvement. 

• Maintain Quality tracker, and highlight repetitive issues to management.  

Communication 

• Ensure regular communication with senior leadership about work routine workflow, deadlines, project updates, quality, turnaround times etc. 

• Communicates updates and action plans effectively to the team and ensure timely execution. 

• Communicate goals, expectations, KPIs & KRAs to team.