Team Leader, Operations

Role overview

Responsibilities

• Supervise daily voice-process operations and support performance through coaching, motivation, and accountability.
• Monitor work and attendance in line with organizational policies and legal requirements.
• Coach direct reports and address performance issues with improvement plans and corrective actions.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Handle escalated customer calls and provide subject matter expertise.
• Conduct team meetings, communicate updates, and encourage feedback.
• Organize team activities and foster engagement.
• Stay current on processes, policies, and procedures; attend required leadership and development training.
• Promote company values and lead by example.

Experience and skills

• Prior voice-process experience in inbound, outbound, customer service, or sales.
• At least one year of experience as a Team Leader in a voice process.
• Strong understanding of AHT, CSAT, FCR, call quality, service levels, and shrinkage.
• Knowledge of absenteeism, attrition, and workforce management.
• Ability to coach and develop team members, lead, multitask, prioritize, and meet deadlines.
• Experience handling escalations and driving resolution.
• Strong oral communication and listening skills; willingness to work a flexible schedule.

Education and preferred experience

• Graduation is listed under education.
• An associate's degree in a related field and 2–4 years of relevant experience are described as preferred.