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Job Summary The Team Lead plays a critical role in overseeing successful and compliant workflows. This position involves operational management, performance coaching, and process optimization to ensure the team consistently delivers seamless, high-quality, and efficient support. The TL is responsible for driving team performance against key metrics, maintaining adherence to local compliance standards, and translating operational insights into strategic improvements. Key Responsibilities Team Leadership & Performance Management Performance Coaching: Conduct regular 1: 1 meetings and performance reviews, providing constructive feedback and coaching to all agents to elevate overall service quality and efficiency. Workflow Management: Manage the daily workflow, capacity, and scheduling of the on-site team to ensure maximum coverage and responsiveness during peak operational hours. Conflict Resolution: Act as the escalation point for complex or highly sensitive queries, ensuring professional and positive resolution that upholds company standards. Operational Oversight & Process Optimization Funnel Efficiency: Monitor and analyze key performance indicators (KPIs) and implement processes to remove roadblocks. Service Level Agreement Adherence: Ensure the team consistently meets the pledge of same-day resolution, maintaining high standards of responsiveness and clarity. Knowledge Management: Maintain and continuously update the team’s knowledge, ensuring all agents provide accurate and proactive support. Compliance, Verification, & Quality Assurance Quality Auditing: Implement and execute regular quality assurance audits Regulatory Compliance: Ensure the team strictly adheres to all Bolt processes and local regulations Conversion Strategy: Work closely with partners to optimize the processes and ensure agents are effectively supporting them. Reporting & Strategic Input Reporting: Prepare and present weekly performance reports detailing team metrics (throughput, quality scores, conversion rates) and operational challenges. Process Improvement: Identify systemic issues contributing to processes or compliance risk and submit structured proposals for process or tooling improvements to management. Core Competencies Leadership & Mentorship: Proven ability to lead, motivate, and develop a high-performing team in a fast-paced environment. Operational Acumen: Strong capability to analyze operational data, identify bottlenecks, and implement solutions to increase efficiency and quality. Strategic Communication: Excellent ability to communicate complex information clearly and professionally to both the team and senior stakeholders. Conflict Resolution: Exceptional emotional intelligence and composure under pressure, with a demonstrated ability to resolve escalated issues professionally. Accountability: High degree of ownership for team outcomes and responsiveness to feedback, fostering a culture of resilience and continuous improvement. Language Requirements Required: Strong proficiency in French (mandatory) and English (B 2+)Preferred: Additional languages are a plus. Secteur : Management and Customer Service
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The Team Lead is pivotal in ensuring workflows operate smoothly while maintaining full compliance. This role encompasses operational leadership, performance mentoring, and process refinement to guarantee the team consistently delivers exceptional, efficient, and seamless support. The TL drives team productivity against
The Team Lead position is instrumental in ensuring seamless, high quality, and efficient operations by overseeing workflows, driving team performance, and maintaining compliance with local standards. This role encompasses operational management, performance coaching, and process optimization to consistently deliver exc
🧠 Profil recherché The Team Lead is pivotal in ensuring workflows are executed successfully and in full compliance with established standards. This role encompasses operational management, performance coaching, and process enhancement to guarantee the team consistently delivers seamless, high quality, and efficient su
🎯 Responsabilités The Team Lead position is instrumental in guaranteeing seamless, high quality, and efficient workflows while ensuring full compliance with established standards. This role encompasses operational management, performance coaching, and continuous process optimization to drive the team toward consistent