Senior Team Leader, Operations – Call Center

About the role

The Senior Team Leader, Operations oversees the daily performance of a call‑center team, providing mentorship and coaching to both associates and subordinate Team Leaders. This role ensures that service delivery meets contractual KPIs and financial targets while fostering a collaborative environment.

Key responsibilities

• Lead, coach, and develop a group of call‑center associates and Team Leaders.
• Monitor performance metrics, identify issues, and implement corrective actions up to termination.
• Ensure customer service meets contractual KPIs and financial expectations.
• Provide subject‑matter expertise on escalated customer calls.
• Manage team metrics, retention goals, and participate in attrition root‑cause analysis.
• Communicate expectations, updates, and policy changes to the team.
• Oversee attendance and work compliance in line with organizational policies.
• Execute shift‑wide projects aimed at improving productivity, quality, or other KPIs.

Required profile

• Associate degree or equivalent in a related field.
• Four to six years of relevant experience, including at least one year of progressive management.
• Strong written and verbal communication skills.
• Proven ability to lead multi‑tasking teams, prioritize work, and meet deadlines.
• Comfortable working under pressure and seeing tasks through to completion.
• Willingness to work a flexible schedule.

Required skills

• Effective coaching and mentoring abilities.
• Strong interpersonal and communication skills.
• Ability to analyze performance data and drive improvements.