Team Leader – Customer Service Operations

About the role

The Team Leader oversees daily operations of assigned customer programs during a designated shift. You will coach, develop, and support a team of Customer Service Representatives (CSRs) to ensure they meet performance targets and deliver high‑quality service.

Key responsibilities

• Manage a team of CSRs, driving achievement of KPIs through coaching and mentoring.
• Provide training on product and system updates and act as a subject‑matter expert for policy and procedures.
• Handle escalated calls, support queue management, and assist with business reporting and KPI analysis.
• Conduct performance assessments, monitor metrics, and ensure compliance with quality standards.
• Liaise between management/HR and CSRs, addressing benefits, grievances, and HR issues.
• Organize team‑building activities and design performance‑based incentive programs.

Required profile

• College degree or equivalent experience.
• Previous supervisory experience in a call‑center environment.
• Strong problem‑solving, analytical, and decision‑making abilities.
• Excellent verbal and written communication skills in English.
• Ability to work flexible shifts, including weekends, nights, and holidays.

Required skills

• Intermediate to advanced proficiency in Google Drive.
• Intermediate to advanced proficiency in Microsoft Office applications.