Team Leader – Customer Service Operations

About the role

The Team Leader oversees daily operations of a customer service program during assigned shifts. Acting as a bridge between management and front‑line agents, the role ensures the team has the tools, training, and support needed to meet customer requirements and performance targets.

Key responsibilities

• Lead a team of Customer Service Representatives (CSRs) to achieve or exceed KPIs through coaching, mentoring and performance reviews.
• Provide subject‑matter expertise on policies and procedures, handling escalated calls and supporting queue management.
• Prepare and analyze business reports, KPI scorecards, and case analyses to monitor team performance.
• Conduct daily and weekly coaching sessions, business reviews, and performance assessments.
• Act as liaison between management/HR and CSRs, escalating benefits, grievance and HR matters.
• Organize team‑building activities and design performance‑based incentive programs.
• Ensure compliance with the Employee Handbook and relevant policies.

Required profile

• College degree or equivalent work experience.
• Previous supervisory experience in a call‑center environment.
• Proven ability to resolve escalated, customer‑impacting issues.
• Strong business acumen, analytical thinking and sound judgment.
• Excellent verbal and written communication skills in English.
• Dynamic leadership with problem‑solving and decision‑making capabilities.
• Ability to work flexible shifts, including weekends, overnights and holidays.

Required skills

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