Team Leader

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Job Summary

The Team Leader is responsible for guiding and motivating a team of customer service professionals to achieve performance targets and deliver exceptional service experiences. This role involves direct supervision, coaching, and support to ensure team success and employee development.

Job Responsibilities

• Lead, coach, mentor, and develop a team of customer service representatives to meet and exceed individual and team performance goals.
• Monitor team performance against key metrics (e.g., service levels, quality, productivity, customer satisfaction) and implement strategies for improvement.
• Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback.
• Handle escalated customer inquiries and resolve complex issues efficiently and effectively.
• Ensure team adherence to company policies, procedures, and service standards.
• Identify training needs and collaborate with the training department to facilitate skill development.
• Motivate and engage team members through positive reinforcement, recognition, and team-building activities.
• Assist in the recruitment, onboarding, and training of new team members.
• Prepare and present performance reports to management, highlighting key achievements and areas for improvement.
• Foster a positive and collaborative team environment that promotes continuous learning and high morale.
  
  

• Minimum of 2-3 years of experience in a team leadership or supervisory role, preferably within a BPO or customer service environment.
• Demonstrated ability to motivate and develop a high-performing team.
• Excellent communication, interpersonal, and coaching skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in using customer relationship management (CRM) software and other relevant contact center technologies.
• Ability to analyze performance data and translate insights into actionable strategies.
• Sound understanding of customer service best practices and quality assurance methodologies.
• High level of emotional intelligence and the ability to handle challenging situations with professionalism and empathy.
• Flexibility to work various shifts, including weekends and holidays, as required by business needs.
• Proven ability to work effectively under pressure and meet deadlines.