Operations Team Leader

About the role

The Operations Team Leader is responsible for managing a team of Customer Service Representatives (CSRs) to ensure high‑quality call centre performance. You will coach, mentor, and monitor agents, drive metric achievement, and support the overall profitability of the account.

Key responsibilities

• Lead and supervise a team of CSRs in daily call handling, issue resolution, and sales order processing.
• Monitor individual and team performance against defined metrics and provide timely coaching and feedback.
• Conduct performance‑management activities, including regular planning, assessment, and feedback meetings.
• Handle escalation calls, assess agent capability, and guide complex customer interactions.
• Prepare and submit performance reports, highlighting top and bottom performers and recommending action plans.
• Collaborate with fellow Team Leaders and the Operations Manager to identify performance drivers and design incentive programs.
• Maintain transparency on team metrics and ensure all members are updated on policy and procedural changes.

Required profile

• Proven experience leading a call‑centre or customer‑service team.
• Strong analytical skills to interpret performance data and drive improvements.
• Excellent communication and interpersonal abilities for coaching and stakeholder collaboration.
• Ability to motivate agents and foster a results‑oriented environment.

Required skills

What we offer

• Opportunity to develop leadership expertise in a dynamic call‑centre environment.
• Performance‑based recognition and career growth pathways.