Sr Team Leader - Back End

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 Title: Senior Team Leader – Front End / Back End Operations

Location: 1800 Bldg, Eastwood (Onsite work)

Job Summary

The Senior Team Leader is responsible for leading, managing, and optimizing day-to-day BPO operations to ensure service excellence, productivity, and client satisfaction. This role requires a strong operations management background, hands-on leadership, and the ability to drive performance through data, process improvement, and people development.

The ideal candidate has proven experience managing large teams, meeting SLAs and KPIs, handling escalations, and partnering with internal stakeholders to continuously improve operational efficiency.

Key Responsibilities

Operations Management

• Oversee daily operations to ensure consistent delivery against SLAs, KPIs, and quality standards
• Monitor and analyze operational performance (AHT, CSAT, QA, productivity, attendance, shrinkage, etc.)
• Implement and sustain operational best practices to drive efficiency, cost control, and service quality
• Identify operational risks and proactively implement corrective and preventive actions
• Lead continuous improvement initiatives (process optimization, automation, workflow enhancements)
  
  

• Lead, coach, and develop Team Leaders and frontline associates to achieve performance targets
• Conduct regular performance reviews, coaching sessions, and development planning
• Manage staffing, scheduling, and capacity planning in coordination with Workforce Management
• Foster a high-performance, accountable, and engagement-driven culture
• Address employee relations issues in partnership with HR
  
  

• Act as a key point of contact for internal and external stakeholders on operational matters
• Support client meetings, business reviews, and audits with data-driven insights
• Ensure adherence to client-specific requirements, compliance standards, and contractual obligations
• Manage escalations effectively and ensure timely resolution
  
  

• Ensure compliance with company policies, client guidelines, and regulatory requirements
• Partner with Quality Assurance to improve audit scores and customer experience
• Drive root cause analysis for quality and operational failures
  
  

• Prepare and present daily, weekly, and monthly operational reports
• Use data to identify trends, gaps, and opportunities for improvement
• Support forecasting, budgeting, and headcount planning activities
  
  

• Bachelor’s degree in Business, Management, or a related field (preferred)
• 5–8+ years of experience in BPO/contact center operations
• Minimum 2–3 years in a senior leadership role (Senior Team Leader, Assistant Manager, or equivalent)
• Strong operations management background with proven results in meeting SLAs and KPIs