Sr. Team Leader, Operations

Company Overview

Essential Functions and Responsibilities

• Lead team members and foster professional development through coaching, communication, teamwork, and cooperation.
• Coach direct reports on performance to ensure metrics are achieved.
• Identify performance issues, create improvement plans, and implement corrective action where necessary.
• Ensure customer service meets contractual KPIs and financial expectations.
• Communicate expectations, updates, and changes to employees.
• Handle escalated customer calls as a subject matter expert when needed.
• Manage team metrics and retention goals and help address attrition root causes.
• Supervise call center associates, including work and attendance monitoring.
• Complete shift-wide projects that improve productivity, quality, or KPIs.

Candidate Profile

• Graduate qualification is mandatory.
• An associate's degree in a related field is preferred.
• Four to six years of related experience and at least one year of progressive management experience are preferred.
• Strong written and verbal communication skills are required.
• Candidates should be able to lead multitasking, prioritization, and timely delivery.
• Candidates should be able to mentor, coach, and direct employees.
• Candidates should work well under pressure and follow tasks through to completion.
• Willingness to work a flexible schedule is required.