Team lead / site lead
role and responsibilities
assist moderators to facilitate study operations, oversee moderator performance, and uphold data integrity during research endeavors.
Coach moderators to meet key performance indicators (kpis) such as quality and schedule adherence.
Implement and oversee the quality of deliverables and manage team relationships to ensure exceptional performance.
Maintain the participants pipeline tracker and assist with scheduling participants to backfill last‑minute cancellations.
Ensure active participation during comprehensive training provided by the client on study protocols, and proficiency in data‑collection software and hardware.
Manage and drive performance of associates to meet service level agreements.
Take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, or misconduct.
Provide excellent customer service and determine the needs of the client.
Ensure the teams are aware of the combined end goals.
Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
Conduct root‑cause analysis to create action plans and goals to improve performance.
Collaborate with support groups (recruitment, training, quality, hr, workforce) to deliver business results.
Applicant specifications & qualifications
preferred: bachelor/college degree from any field (not required).
Basic understanding and exposure to networking concepts is an added advantage.
Excellent communication and analytical skills.
Results‑oriented and process‑oriented.
Previous supervisory experience specializing in customer service or research studies (preferred).
Equal employment opportunity
techmahindra is an equal employment opportunity/affirmative action employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, disability or any other protected characteristic. Reasonable accommodations are available throughout the hiring process for applicants with disabilities.
Requirements
minimum education: education media superior – bachillerato general.
Years of experience: (unspecified).
Age: 18 to 59 years.
Keywords: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, callcenter, teleoperador, telefonista, telephonist, telefonico.
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