Senior Team Leader – Customer Service

About the role

The Senior Team Leader – Customer Service is responsible for overseeing multiple contact‑center teams through their Team Leaders. The role ensures operational excellence, consistent service quality, and the development of both leaders and agents while supporting business objectives and delivering an exceptional customer experience.

Key responsibilities

• Organise and supervise daily activities of assigned Customer Service teams, ensuring SLA and KPI compliance.
• Monitor resource availability, workload distribution and adjust schedules to meet demand.
• Analyse performance data, respond to deviations and coordinate Team Leaders during peak loads or incidents.
• Track and review performance metrics of Team Leaders and agents, implement improvement plans and report trends to management.
• Set goals, coach and develop Team Leaders, support them in complex operational and personnel issues, and participate in hiring and succession planning.
• Ensure compliance with communication standards, work with Quality Development to analyse assessments and drive quality improvement initiatives.
• Identify inefficient processes, lead change management for new tools, products or channels, and communicate updates to teams.

Required profile

• Proven experience leading multiple contact‑center teams or similar large‑scale customer service operations.
• Strong analytical and problem‑solving abilities with a data‑driven approach to performance management.
• Demonstrated capability to coach, develop and motivate managers and frontline staff.
• Excellent communication and stakeholder‑management skills, able to influence across functions.
• Experience with workforce planning, quality assurance and change‑management processes.

Required skills