Senior Team Leader — Customer Service

About the role

The Senior Team Leader will ensure stable and efficient operation of multiple contact‑center teams, driving achievement of operational and quality metrics while developing Team Leaders and agents. This role combines operational excellence, people development, and continuous improvement to deliver an exceptional customer experience.

Key responsibilities

• Organize and oversee daily work of assigned Customer Service teams, ensuring fulfillment of operational plans, SLAs and KPIs.
• Monitor resource availability, workload distribution and schedule adherence; respond promptly to performance deviations.
• Coordinate Team Leaders during peak loads, incidents and other non‑standard situations, ensuring business continuity and timely escalation of risks.
• Partner with Workforce Management on headcount planning, scheduling and coverage.
• Track team and individual metrics, conduct regular performance reviews and implement corrective plans.
• Prepare regular performance reports, identify trends, risks and opportunities for productivity and service quality improvements.
• Set clear goals for Team Leaders, provide coaching, feedback and support in complex operational or personnel issues.
• Participate in selection, onboarding and evaluation of Team Leaders, building talent pools and succession plans.
• Ensure compliance with communication and customer service standards; work with Quality Development to analyse assessments and drive improvements.
• Identify inefficient processes, lead optimisation initiatives and support launch of new tools, products and channels.

Required profile

• Proven experience leading contact‑center teams through Team Leaders.
• Strong track record of meeting or exceeding operational, SLA and KPI targets.
• Demonstrated ability to analyse performance data and implement effective improvement plans.
• Excellent people‑management skills, with experience coaching and developing managers.
• Ability to handle complex customer situations and drive systemic improvements.

Required skills