Team Leader – Customer Experience Operations

About the role

The Team Lead is responsible for overseeing daily team operations, supporting employee performance, and ensuring team goals and business objectives are consistently met. This role provides guidance, coaching, and serves as a key point of contact between the team and management.

Key responsibilities

• Provide direct line management and oversight for a team of 10–15 agents.
• Manage team performance through regular meetings, mentoring, coaching, and feedback.
• Review and analyze individual and team performance to drive effectiveness and identify improvement areas.
• Oversee staffing plans, workforce coverage, and schedule adherence aligned with business needs.
• Foster a positive, accountable, and collaborative team culture.
• Lead and support projects, ensuring tasks, timelines, and deliverables are effectively managed.
• Maintain strong client and stakeholder relationships through clear communication and issue resolution.
• Identify operational challenges and proactively recommend solutions to improve efficiency.

Required profile

• Minimum of 2 years experience in a Team Lead, Supervisor, or similar leadership role, preferably within the BPO industry.
• Proven experience managing, coaching, and developing a team.
• Strong leadership, people‑management, and performance‑management skills.
• Excellent verbal and written English communication skills.
• Strong problem‑solving and decision‑making abilities.
• In‑depth knowledge of performance metrics.
• Experience with client and stakeholder management preferred.
• Strong project‑management skills and ability to drive tasks to completion.