Operations Team Leader – Telephone Banking Program

About the role

The Operations Team Leader will oversee a group of Customer Service Representatives (CSRs) within a telephone banking program, ensuring high‑quality call handling, customer issue resolution, and sales order processing. The role focuses on driving performance, coaching staff, and maintaining service‑level targets.

Key responsibilities

• Lead and manage a team of CSRs, monitoring daily, weekly, and monthly metrics.
• Conduct performance reviews, set personal and team goals, and provide coaching and mentoring.
• Handle escalation calls, assess agent capability, and guide complex customer interactions.
• Prepare and present performance reports, identify top and bottom performers, and use data‑driven metrics for rewards and improvement plans.
• Collaborate with fellow Team Leaders and the Operations Manager to solve operational issues and design incentive programs.
• Coordinate and deliver regular training on policy and procedural updates.
• Motivate the team through weekly/monthly activities and incentive‑based programs.
• Manage call queues, monitor abandoned calls, and ensure service‑level agreements are met or exceeded.

Required profile

• Proven experience leading call‑center teams and achieving performance targets.
• Strong analytical skills to interpret metrics and develop improvement actions.
• Excellent communication and interpersonal abilities for coaching and conflict resolution.
• Ability to work under pressure and make quick decisions on escalations.

Required skills

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

What we offer

• Opportunity to lead a high‑performing team in a dynamic banking environment.
• Competitive compensation and performance‑based incentives.
• Continuous training and professional development.