Operations Team Leader

About the role

The Operations Team Leader is responsible for guiding a team of Customer Service Representatives (CSRs) to deliver high‑quality call‑center services. You will ensure daily, weekly and monthly performance targets are met while fostering a supportive and results‑driven environment.

Key responsibilities

• Lead and coach a team of CSRs in handling inbound calls, resolving customer issues, and processing sales orders.
• Monitor individual and team metrics, provide real‑time feedback, and conduct performance‑management meetings.
• Handle escalation calls, assess agent capability, and intervene on complex customer interactions.
• Prepare and present performance reports, identify top and bottom performers, and use data‑driven insights for rewards and coaching.
• Collaborate with fellow Team Leaders and the Operations Manager to solve operational challenges and design incentive programs.
• Ensure policy and procedural updates are communicated through regular training sessions.
• Manage queue performance, control abandoned calls, and optimize headcount utilization.

Required profile

• Proven experience leading a call‑center or customer‑service team.
• Strong analytical skills with the ability to interpret performance metrics.
• Excellent communication and coaching abilities.
• Ability to handle high‑pressure situations and make quick decisions.

Required skills

• Familiarity with call‑center management systems (CMS).

What we offer

• Opportunity to lead a dynamic team in a fast‑growing contact‑center environment.
• Performance‑based recognition and incentive programs.
• Continuous training and professional development.