Team Leader – CX Operations

About the role

The Operations Team Leader is responsible for ensuring agents meet account KPIs, motivating the team, and maintaining discipline. The role includes supervising representatives handling escalations, monitoring schedule adherence, productivity, quality metrics, and managing documentation and payroll while maintaining daily communication with the client.

Key responsibilities

• Monitor and evaluate calls, emails, and cases to ensure compliance with quality standards.
• Track team performance against assigned metrics and implement action plans.
• Oversee schedule adherence, productivity, and KPI achievement.
• Handle escalations and ensure monthly call/case targets are met.
• Maintain workday documentation, submit payroll, and communicate daily with the client.

Required profile

• Schedule flexibility and availability to work on‑site or remotely as needed.
• Proven experience as a team leader and in personnel management.
• Leadership competencies such as providing leadership, leading change, building effective teams, and managing stakeholders.

Required skills

• English proficiency at B2 level (oral and written).
• Advanced knowledge of Google Workspace (Drive, Calendar, Gmail).
• Advanced Excel skills, including formulas (SUMIF, IF, AND, OR), VLOOKUP, Pivot Tables, and Advanced Filters.