Team Leader, Operations

About the role

The Team Leader, Operations will supervise a group of call‑center associates, ensuring daily performance targets are met through coaching, motivation, and accountability. This role is pivotal in maintaining service quality and meeting contractual KPIs.

Key responsibilities

• Supervise daily activities of call‑center associates, monitoring work and attendance per policy and legal requirements.
• Provide regular coaching to achieve minimum weekly performance metrics.
• Identify performance issues, develop improvement plans, and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations, updates, and conduct team meetings for open communication.
• Handle escalated customer calls as a subject‑matter expert.
• Stay current on internal processes, policies, and attend manager development training.

Required profile

• Associate degree in a related field (preferred) with 2‑4 years of relevant experience.
• Highly motivated with strong ability to develop and coach team members.
• Effective under pressure, strong written and verbal communication.
• Ability to lead multitasking, prioritize, and meet timelines.
• Willingness to work a flexible schedule.

Required skills