Senior Team Leader – Operations (Call Center)

About the role

The Senior Team Leader, Operations will supervise a group of call‑center associates and mentor a team of Team Leaders. This on‑site position focuses on achieving performance metrics, driving employee development, and ensuring high‑quality customer service.

Key responsibilities

• Lead and coach Team Leaders and associates, fostering professional growth and teamwork.
• Monitor performance metrics, identify issues, and implement corrective actions, up to termination.
• Ensure service delivery meets contractual KPIs and financial targets.
• Provide subject‑matter expertise on escalated customer calls.
• Manage team metrics, retention goals, and participate in attrition analysis.
• Collaborate with site leadership to develop attrition‑reduction actions.
• Deliver regular feedback on call coaching, performance, and behavior.
• Stay current on internal processes, policies, and attend manager development training.
• Supervise attendance and work compliance in line with policy and legal requirements.
• Execute shift‑wide projects aimed at improving productivity, quality, or other KPIs.

Required profile

• Minimum 3 years experience as a Team Leader in customer service, retail, or e‑commerce environments.
• Associate degree or higher; 4‑6 years total experience with at least 1 year of progressive management.
• Strong written and verbal communication skills.
• Proven ability to lead multitasking teams, prioritize tasks, and meet deadlines.
• Demonstrated coaching, mentoring, and direction‑giving capabilities.
• Ability to work under pressure and follow through to completion.
• Willingness to work a flexible schedule and join immediately.

Required skills