Operations Team Leader

About the role

The Operations Team Leader is responsible for managing a team of Customer Service Representatives (CSRs) to ensure high‑quality call‑center performance. You will coach, mentor, and monitor agents, drive metric improvement, and support the overall profitability of the account.

Key responsibilities

• Lead a team of CSRs in daily call‑center activities, including handling customer inquiries, complaints, and sales orders.
• Monitor individual and team performance against defined metrics and provide real‑time coaching.
• Conduct performance‑management cycles, set personal and team goals, and deliver feedback.
• Handle escalation calls and determine appropriate routing for complex issues.
• Prepare and submit regular performance reports, highlighting top and bottom performers.
• Collaborate with fellow Team Leaders and the Operations Manager to identify performance blockers and design incentive programs.
• Maintain transparency on policy updates and ensure team compliance.

Required profile

• Proven experience leading a call‑center or customer‑service team.
• Strong analytical mindset with the ability to interpret performance data.
• Excellent communication and coaching skills.
• Ability to work under pressure and manage escalations effectively.

Required skills

What we offer

• Opportunity to lead a dynamic team in a fast‑growing environment.
• Performance‑based recognition and career development pathways.