Senior Team Leader – Operations (Call Center)

About the role

The Senior Team Leader, Operations oversees the daily activities of a group of call‑center associates while mentoring a team of Team Leaders. The role ensures that performance metrics and customer service standards are consistently met through coaching, motivation, and accountability.

Key responsibilities

• Lead and develop associates and Team Leaders through regular coaching and performance reviews.
• Identify performance issues, create improvement plans, and execute corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial targets.
• Provide subject‑matter expertise on escalated customer calls.
• Manage team metrics, retention goals, and participate in attrition analysis.
• Monitor attendance and work compliance with organizational policies.
• Execute shift‑wide projects aimed at boosting productivity, quality, or other KPIs.
• Promote company values and act as an advocate for team members.

Required profile

• Associate degree in a related field (preferred).
• 4–6 years of relevant experience, including at least 1 year of progressive management.
• Strong written and verbal communication skills.
• Proven ability to lead multitasking teams, prioritize tasks, and meet deadlines.
• Demonstrated mentoring and coaching capabilities.
• Ability to work well under pressure and see tasks through to completion.
• Willingness to work a flexible schedule.

Required skills