Team Leader – Customer Service Operations

About the role

The Circle Leader will drive the performance of a team of agents, ensuring they consistently meet sales, service level, and quality targets. This role involves coaching, motivating, and engaging teammates while acting as the primary liaison between the team and other departments.

Key responsibilities

• Plan, operate, and resolve day‑to‑day issues for a team of agents to meet service level and sales goals.
• Deliver team targets for sales, service level, quality, and productivity.
• Manage people‑related matters, including appraisals, promotions, and terminations.
• Oversee floor operations, schedule adherence, and problem resolution.
• Monitor calls, provide coaching, and ensure a consistent customer experience.
• Train and develop staff, and recommend product or process improvements.
• Compile performance reports and communicate updates between management and the team.
• Make decisions on revenue generation, customer satisfaction, and charge reversals.

Required profile

• Minimum 2 years of experience in a similar supervisory role.
• Experience with phone, email, or live‑chat support is preferred.
• Background in customer service, sales, billing, collections, or technical support is a plus.
• Strong verbal and written communication skills.
• Excellent problem‑solving and critical‑thinking abilities.
• Highly organized, detail‑oriented, and able to multitask.
• Self‑motivated, able to work independently and under pressure.
• Flexible and able to adapt quickly to process changes.

Required skills