Senior Team Lead
Confirmed on the employer's own hiring board on Oct 22, 2026. First seen by Alion on Oct 21, 2026.
Job Summary
Job Description1
Monitor quality and progress of work; check and approve subordinates' work (turnaround time, risk analysis, overall team performance, project planning) within authorization level and/or in close cooperation with the manager
Encourage process improvement, assess proposals of subordinates, and propose changes or improvements to higher management
Ensure timely and correct reporting to the process manager per applicable procedures and guidelines, and ensure recording and traceability of data
Comply with Business Systems and practices
Manage a group of DSS+ agents
Responsible for coaching and developing subordinates
Respond to escalations and become process expert on assigned product lines
Key Responsibilities
KPIs1
KPI
Description
Team Escalations
Escalations are complaints received from DS/DSM & Sales
Time component for FMR
Timeliness Response within 3 hours
Team Quality
Quality Pass rate
Team TRT
Task Resolution Time: how fast the ticket is resolved
Team Order Defects
Any order submission that cannot be accepted due to missing or incorrect information, which would result in policy violation or side agreement (if accepted in current form). This order submission is sent back to upstream to be re-created.
Team Sales Compliance
Contract vs Booking Pass Rate as calculated by Sales Compliance team
Team Productivity
Total team count of cases closed / total team productive hours
Team Utilization (Attendance)
% of productive time / billable time
Coaching Compliance
Timely RCA & coaching delivery
Team Hygiene
Hygiene metric to capture correct inputs on Vector Tasks
Skill Requirements
KPIs1
KPI
Description
Team Escalations
Escalations are complaints received from DS/DSM & Sales
Time component for FMR
Timeliness Response within 3 hours
Team Quality
Quality Pass rate
Team TRT
Task Resolution Time: how fast the ticket is resolved
Team Order Defects
Any order submission that cannot be accepted due to missing or incorrect information, which would result in policy violation or side agreement (if accepted in current form). This order submission is sent back to upstream to be re-created.
Team Sales Compliance
Contract vs Booking Pass Rate as calculated by Sales Compliance team
Team Productivity
Total team count of cases closed / total team productive hours
Team Utilization (Attendance)
% of productive time / billable time
Coaching Compliance
Timely RCA & coaching delivery
Team Hygiene
Hygiene metric to capture correct inputs on Vector Tasks