Operations Team Lead

About the role

The Operations Team Lead is responsible for managing a team of Customer Service Representatives (CSRs) in a call‑center environment. You will ensure that each agent meets or exceeds performance standards, supports their professional growth, and contributes to the overall profitability of the account.

Key responsibilities

• Monitor daily, weekly and monthly performance metrics for each team member and the team as a whole.
• Provide coaching, mentoring and performance feedback to improve individual and team results.
• Handle escalation calls and determine the appropriate level of support for complex customer issues.
• Prepare and submit regular reports on top and bottom performers, overall metrics and action plans.
• Collaborate with fellow Team Leaders and the Operations Manager to resolve operational challenges.
• Design and implement incentive programs based on quantitative data.
• Maintain transparency on performance outcomes and ensure team members are aware of policy updates.

Required profile

• Proven experience leading a call‑center or customer service team.
• Strong ability to analyze performance data and translate findings into actionable plans.
• Excellent communication skills for delivering feedback and conducting performance reviews.
• Capability to motivate agents and foster a high‑performance culture.
• Experience handling escalations and complex customer interactions.

Required skills