Operations Team Leader – Banking & Financial Account

About the role

The Operations Team Leader will oversee a group of Customer Service Representatives (CSRs) handling inbound calls for a banking and financial services account. You will ensure the team meets daily, weekly and monthly performance targets while delivering high‑quality customer experiences.

Key responsibilities

• Lead and coach a team of CSRs to achieve service level, quality, and sales metrics.
• Conduct performance reviews, set personal and team goals, and provide regular feedback.
• Handle escalated calls and determine when complex issues require senior intervention.
• 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.
• Coordinate ongoing training on policy and procedural updates from the client.
• Manage call queues, monitor abandoned calls, and optimize headcount to meet service level agreements.

Required profile

• Proven experience leading a call‑center or customer service team.
• Strong analytical skills to interpret performance metrics and implement improvements.
• Excellent communication and coaching abilities.
• Ability to work under pressure and make quick decisions on escalations.

Required skills

What we offer

• Opportunity to lead a high‑performing team within a reputable financial services environment.
• Competitive compensation and performance‑based incentives.
• Continuous training and professional development.