Team Leader – Call Center Operations

About the role

The Team Leader will oversee a group of call‑center agents, ensuring they meet performance targets, deliver high‑quality customer interactions, and achieve sales and marketing objectives. Reporting to the Operations Manager, the role combines people management, client liaison, and operational excellence in a fast‑paced BPO environment.

Key responsibilities

• Supervise, motivate and coach agents to meet SLA and sales goals.
• Manage daily workflow, monitor KPIs such as sales targets, call quality and customer satisfaction.
• Conduct performance reviews, provide feedback and develop improvement plans.
• Read departmental emails at shift start and communicate updates to the team.
• Liaise with clients and internal stakeholders, preparing performance reports and action plans.
• Ensure agents receive ongoing training in product knowledge, sales techniques and marketing strategies.
• Oversee quality assurance processes, discuss updates and support disciplinary actions when needed.
• Drive continuous process improvement and ensure compliance with company and client policies.

Required profile

• Minimum 1 year of supervisory experience in a BPO or call‑center setting.
• Background in sales and marketing campaigns is a plus.
• Strong leadership, communication and interpersonal abilities.
• Proven ability to analyze data, generate reports and propose actionable insights.

Required skills

• Proficiency with CRM systems.
• Experience using call‑center software tools.