Job Title

Associate Team Lead

Department

Operations / Customer Support / IT / Software Development (customize as needed)

Reports To

Team Lead / Manager

Job Summary

The Associate Team Lead supports the Team Lead in managing day-to-day team operations, ensuring productivity, maintaining quality standards, and helping team members achieve performance goals. This role involves mentoring team members, monitoring KPIs, resolving operational issues, and acting as the primary point of contact in the Team Lead's absence.

Key Responsibilities

• Assist the Team Lead in managing daily team activities and workflow.
• Monitor team performance against KPIs and SLAs.
• Provide coaching, mentoring, and guidance to team members.
• Conduct regular performance reviews and provide constructive feedback.
• Ensure adherence to company policies, processes, and quality standards.
• Handle customer escalations or operational issues as required.
• Prepare and maintain daily, weekly, and monthly performance reports.
• Coordinate with cross-functional teams to resolve issues and improve processes.
• Support onboarding and training of new employees.
• Identify opportunities for process improvement and operational efficiency.
• Act as Team Lead during their absence.

Required Qualifications

• Bachelor's degree in Business Administration, Engineering, Computer Science, or a related field.
• 3–6 years of relevant experience, with at least 1 year in a leadership or supervisory role.
• Strong leadership and people management skills.
• Excellent verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and relevant business tools.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills

• Experience with project management or workflow management tools.
• Knowledge of Lean, Six Sigma, Agile, or ITIL methodologies (if applicable).
• Strong decision-making and conflict-resolution skills.
• Customer-focused mindset with attention to detail.

Key Performance Indicators (KPIs)

• Team productivity and utilization
• Quality and accuracy of work
• SLA compliance
• Employee engagement and retention
• Customer satisfaction (CSAT)
• Timely completion of assigned tasks and projects

Working Conditions

• Full-time position
• Rotational shifts or standard business hours, depending on business requirements
• Hybrid or on-site work model (as applicable)

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $8.00/hr - $10.00/hr.