Team Lead — Operations

Role overview

Run a delivery team day to day: quality, coaching, scheduling and the working relationship with the client’s manager.

Responsibilities

• Own quality, productivity and adherence for your team
• Run coaching sessions attached to quality findings
• Maintain SOPs and keep documentation current
• Prepare and present the weekly client reporting pack
• Manage escalations and resolve them at your level where possible
• Support recruitment and onboarding of new team members

Requirements

• Experience leading a support or operations team
• Confident presenting numbers to an international client
• Strong written English and reporting skills
• Practical understanding of quality management

Preferred skills

• BPO or shared-services background
• Experience running a client reporting cadence
• Process improvement experience

What we offer

Every benefit listed on a Novatek job posting is one that genuinely applies to the role. Nothing aspirational, nothing borrowed from another company's careers page.

• Structured onboarding with an assessment at the end — you go live when you are ready.
• Weekly coaching from a manager whose job includes your development.
• Written progression criteria, so you know what the next role requires.
• International client exposure that genuinely builds your CV.

Recruitment process

1. Application

   A short form and your CV. No account to create.

2. Screening conversation

   A short call about your experience and what you are looking for.

3. Role assessment

   A practical, role-relevant assessment — written, spoken or technical.

4. Interview

   With the hiring manager, covering the role in detail including the shift pattern.

5. Offer

   A written offer with everything discussed, before you are asked to decide.