Team Leader – Remote Call Center Operations

About the role

We are seeking an energetic Team Leader to drive performance and coach a remote call‑center team operating on US business hours. You will act as the primary point of contact for all team members, ensuring targets are met and a positive culture is maintained.

Key responsibilities

• Set clear individual and team performance targets and monitor progress.
• Provide daily coaching, feedback, and motivation to improve call quality.
• Develop and maintain training plans for skill development.
• Conduct regular performance reviews and apply disciplinary measures fairly.
• Recognize high performers and reward achievements.
• Manage day‑to‑day operations, prioritize tasks, and meet SLA commitments.
• Identify and implement process improvements to enhance efficiency.
• Handle complex escalations and support demanding customers.
• Foster an open‑communication culture and organize team‑building activities.

Required profile

• Proven experience as a Team Leader or Team Coach in a call‑center environment.
• Excellent verbal and written communication skills.
• Strong ability to develop people through call listening, auditing, and constructive feedback.
• Creative thinker capable of managing demanding customer interactions.
• Energetic, motivating personality with a focus on team success.
• Willingness to work from home on US business hours while maintaining production standards.

Required skills

What we offer

• Remote work flexibility.
• Opportunity to lead a high‑performing team.
• Competitive compensation based on experience.