Operations Team Leader

About the role

The Operations Team Leader will oversee a group of Customer Service Representatives (CSRs) in a call‑center environment, ensuring performance aligns with company and client standards. This position combines team management, performance monitoring, and data reporting to drive productivity and profitability.

Key responsibilities

• Manage and coach a team of CSRs to meet or exceed daily, weekly and monthly performance metrics.
• Monitor individual and team performance, providing real‑time feedback, assistance and escalation support.
• Conduct regular performance‑management activities, including planning, assessment and feedback meetings.
• Prepare and submit detailed reports on top and bottom performers, using quantifiable data such as Baleen metrics.
• Design and implement incentive programs and process improvements based on performance analysis.
• Maintain transparency on team and individual results and ensure awareness of policy updates.
• Collaborate with fellow Team Leaders and the Operations Manager to resolve operational issues.
• Handle administrative tasks for the team, including payroll template preparation.

Required profile

• Proven experience leading a call‑center or customer‑service team.
• Strong coaching, mentoring and performance‑feedback skills.
• Ability to analyse metrics, identify gaps and develop actionable improvement plans.
• Excellent communication and problem‑solving abilities.
• Motivation to drive team productivity and achieve profitability targets.

Required skills

• Experience with Baleen metrics or similar performance‑tracking tools.