Team Leader – Call Center

About the role

The Team Leader will oversee a group of customer‑service agents, ensuring daily operations run smoothly and service targets are consistently met. This role bridges the gap between frontline teammates and management, fostering a high‑quality customer experience.

Key responsibilities

• Plan, operate, and resolve day‑to‑day issues for a team of agents to achieve service level, quality, and sales targets.
• Manage people‑related matters, including HR issues, staff development, performance appraisals, and training.
• Oversee floor activities, schedule adherence, and overall operational efficiency.
• Monitor calls, provide coaching, and ensure each interaction meets the defined customer experience standards.
• Gather customer feedback, analyse it, and propose product or process improvements.
• Compile and present reports on team performance and customer satisfaction.

Required profile

• Minimum 2 years of experience in a similar supervisory or team‑lead role.
• Experience with phone, email, or live‑chat support (technical support preferred).
• Strong verbal and written communication skills.
• Excellent problem‑solving, critical‑thinking, and attention‑to‑detail abilities.
• Ability to multitask and work resourcefully in a fast‑paced environment.

Required skills

What we offer

• Opportunity to lead a dynamic team in a growing contact‑center environment.
• Professional development and training programs.
• Performance‑based incentives tied to team results.