Team Leader – Operations (Full‑time)

About the role

The Team Leader, Operations will supervise a group of call‑center associates, ensuring daily performance targets are met while fostering a motivated and accountable team environment. This role combines hands‑on coaching, KPI monitoring, and escalation handling to deliver high‑quality customer service.

Key responsibilities

• Supervise daily activities of call‑center associates, including work and attendance monitoring in line with company policy and legal requirements.
• Coach and mentor team members regularly 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.
• Provide subject‑matter expertise for escalated customer calls as needed.
• Conduct team meetings, organize activities, and communicate updates and expectations.
• Stay current on internal processes, policies, and attend required manager development training.

Required profile

• Associate’s 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 multitask, prioritize, and meet timelines.
• Willingness to work a flexible schedule.

Required skills

What we offer

• Opportunity to lead a dynamic team within a global contact‑center organization.
• Professional development and manager training programs.
• Career progression pathways, including potential promotion and regularization.