Operations Team Lead

About the role

The Operations Team Lead guides a group of customer service or operations agents to meet daily performance targets and client expectations. You will monitor process adherence, provide real‑time feedback, and foster a positive work environment while acting as the first point of contact for agent inquiries.

Key responsibilities

• Lead and support a team of agents to achieve daily performance goals and client expectations.
• Monitor team compliance with processes and quality standards, delivering immediate feedback.
• Serve as the primary contact for team members’ questions or minor operational issues, escalating complex matters as needed.
• Collaborate closely with client representatives to ensure timely communication and resolution of client concerns.
• Participate in regular client meetings or calls to align on goals and provide operational updates.
• Assist in coordinating team schedules and attendance to satisfy client requirements.
• Support onboarding and training of new hires, clarifying client‑specific processes.

Required profile

• Proven experience leading customer service or operations teams.
• Strong communication and interpersonal skills.
• Ability to give constructive, real‑time feedback and motivate team members.
• Problem‑solving mindset with a clear escalation process.
• Comfort working closely with clients and representing the team in meetings.

Required skills

What we offer

• Opportunity to influence service delivery and client satisfaction.
• Collaborative environment with direct client interaction.
• Professional growth through leadership and operational responsibilities.