Joan

Team Lead

Executed daily operational workflows and SOPs across cross-functional campaigns, ensuring strict alignment with organizational goals and client KPIs; created and updated team FAQs, cascaded product/process updates, and communicated new directions from client leadership.. Validated daily/weekly team timesheets, monitored active hours, and tracked productivity logs using Time Doctor 2 to ensure time tracking compliance, accurate payroll processing, and optimal labor allocation; managed schedules, attendance, and deviations (absences, lates, PTOs) to maintain business continuity.. Delivered detailed End-of-Day (EOD) operational summaries outlining wins/appreciations, meeting outcomes, lowlights/escalations, and proposed action plans; managed End-of-Month (EOM) Agent Scorecards and tracked performance trends via reporting tools.. Conducted quality assurance (QA) audits to maintain high work output and address operational red flags; monitored productivity outliers, set realistic target outputs per account, and administered corrective actions for policy compliance.. Facilitated targeted coaching and feedback sessions using Coaching Trackers to drive continuous skill improvement; onboarded new hires and facilitated ongoing learning programs for existing staff.. Prepared, updated, and led weekly internal L10 meetings to align the team on performance targets, resolve operational bottlenecks, and execute client updates.. Conducted candidate interviews for prospective account placements to assess competency and cultural fit; handled complex member/customer escalations to ensure rapid resolution and policy adherence.. Executed ad-hoc administrative and operational requests for clients and internal stakeholders to support campaign growth and retention.