Subject Matter Expert/Jr. Team Lead (BPO) | Hybrid Set-up

We are seeking a motivated and enthusiastic individual to join our team as an Entry-Level Team Leader. This role is designed for a candidate with no prior leadership experience but with a strong potential for leadership, who currently possesses effective communication skills, and a proactive approach to problem-solving. As an Entry-Level Team Leader, you will receive comprehensive training and mentorship to develop your leadership skills and effectively guide your team. 

• Team Coordination 
  

Assist in coordinating daily team activities and ensure smooth workflow. Allocate tasks to team members based on their strengths and current workload. 

• Support & Mentorship 
  

Provide support and guidance to team members, helping them to overcome challenges and achieve their goals. Act as a mentor and role model, demonstrating a positive attitude and work ethic. 

• Performance Monitoring 
  

Monitor team performance and provide feedback to help improve productivity and quality. Assist in setting individual and team performance targets and goals. 

• Communication  
  

Facilitate open and effective communication within the team. 

Communicate organizational goals, updates, and any changes to the team clearly. 

• Problem-Solving 
  

Identify and address issues or conflicts within the team promptly. Collaborate with team members to develop solutions to challenges. 

• Training and Development  
  

Participate in training programs and workshops to develop leadership skills. Support team members in their professional development by identifying training needs and opportunities. 

• Quality Assurance 
  

Ensure that team output meets company standards and client expectations. Assist in implementing quality control processes to enhance efficiency and accuracy. 

• Collaboration 
  

Foster a collaborative team environment, encouraging teamwork and knowledge sharing. Work with other departments to ensure alignment and successful project outcomes. 

What does the role involve? 

We will train and develop you the Intogreat way to: 

• Engage and lead a team of about 15 to 20 staff including:  
  
• Delivering results 
  
• Building a culture aligned to our core values (accountability, care, collaboration, innovation and greatness)
  
• Running team meetings, measuring performance
  
• Celebrating success
  
• Monitoring attendance
  
• Identifying and managing underperformance or misconduct
  
• Monthly coaching
  
• Onboarding new staff 
  
• Deliver a great client experience including: 
  
• Leading client meetings 
  
• Ensuring clients’ expectations on service delivery are achieved 
  
• Seeking feedback and resolving any concerns 
  
• Identifying future opportunities for existing clients to grow their business with us 
  

This role is an excellent opportunity for individuals who are looking to step into a leadership position and develop their skills in a supportive and dynamic environment. If you are a proactive, communicative, and dedicated individual with a passion for leading teams, we encourage you to apply. 

Requirements

Qualifications

• Minimum of 2 years relevant customer service/client-facing team-based experience required, no prior leadership experience necessary. 
  
• Strong Potential for Leadership 
  
• Effective Communication Skills 
  
• Proactive Problem-Solving Approach 
  
• Positive Attitude and Work Ethic 
  
• Commitment to Learning and Development 
  
• Client-Focused Mindset 
  

Training

• Prior to starting the role as Junior Team Leader, must pass the Leadership Development Program by the company
  
• This program is an 8-day training designed for individuals who have the potential to lead a team and are interested in pursuing a career in leadership
  
• Upon successfully completing and passing the program, trainees will be onboarded as Junior Team Leaders
  

Competencies

• Interpersonal Skills: Commitment to participate in leadership training programs and workshops. 
  
• Emotional Intelligence: Commitment to personal and professional growth. 
  
• Inclusiveness: Positive attitude and a strong work ethic. 
  
• Learning Agility: Willingness to learn and use project management and other relevant software tools. 
  
• Managing yourself (time management): Ability to work well under pressure and handle multiple tasks simultaneously. 
  
• Organizational Citizenship Behaviors: Eagerness to learn from mentors and apply new knowledge to the role. 
  
• Basic proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)