Team Lead

Job Title: Team Lead

Location: Remote - South Africa (US Hours, 9am - 5pm EST)

Employment Type: Full-Time

The Team Lead will provide operational leadership across the Intake, Staffing, and Case Management functions, ensuring teams meet performance goals, maintain service standards, and operate efficiently. This role is responsible for team oversight, performance management, reporting, process improvement, and cross-functional coordination.

Key Responsibilities:

• Lead and manage the team to meet operational targets and KPIs.
• Provide coaching, training, and performance feedback to team members.
• Manage workflow, prioritize tasks, and troubleshoot issues to maintain efficiency.
• Collaborate with cross-functional teams to support business objectives.
• Monitor team productivity and implement process improvements.
• Ensure adherence to company policies, standards, and compliance requirements.
• Prepare reports and communicate team performance to management.

• 3+ years of experience in a supervisory or leadership role.

• Strong interpersonal and communication skills.
• Demonstrated ability to motivate and mentor team members.
• Excellent organizational and problem-solving abilities.
• Proficient with relevant software tools and CRM systems.
• Previous leadership or team management experience.
• Strong analytical and problem-solving abilities.
• Proven coaching, mentoring, and performance management skills.
• Experience with process improvement and operational workflows.
• Proficiency in dashboard management, reporting, and KPI tracking.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to work independently and manage remote teams.
• Flexible to work US business hours.

Success Metrics

• Team performance and goal achievement.
• SLA compliance and operational efficiency.
• Employee retention and productivity.
• Accuracy, timeliness, and quality of reporting and dashboard managemen

1. Comfortable working U.S. hours
2. Remote work from home

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