Senior Team Leader - Technical Operations
Core
Drive operational performance, leadership effectiveness, and consistent execution across multiple teams, queues, and service channels in a contact center environment.
Role type
Senior Team Leader (Contact Center Operations)
Builds
Operational excellence and continuous improvement across voice and digital support environments
Domain
Contact Center Operations / Customer Service / Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, performance management, coaching & mentoring, workforce management, customer escalation management, root cause analysis, data-driven decision making, risk identification & mitigation, cross-functional leadership, continuous improvement
Preferred skills
Lean Six Sigma, project management, change management, customer experience management, strategic communication, operational governance & compliance
Technologies
Microsoft Excel, PowerPoint, Outlook, Teams, operational reporting tools, Workforce Management platforms, Quality platforms, Training platforms, CRM, Ticketing systems, Analytics platforms, Reporting platforms
Responsibilities
Monitor operational performance across assigned teams and take timely action on service, quality, productivity, customer experience, backlog, and adherence risks. Establish daily operational priorities and performance expectations with Team Leaders. Provide coaching, guidance, mentorship, and leadership support to Team Leaders. Conduct regular performance reviews, one-on-one sessions, and development discussions. Support Team Leaders in managing performance concerns, attendance issues, employee relations matters, and operational challenges. Coordinate operational recovery plans, corrective actions, and performance improvement initiatives. Analyze performance trends, identify root causes, and implement sustainable solutions. Manage customer-impacting escalations, service disruptions, and operational risks. Partner with Workforce Management to manage staffing needs, queue performance, volume fluctuations, and intraday execution. Collaborate with Quality, Training, Process Excellence, Analytics, IT, and other stakeholders to resolve operational issues and improve performance. Ensure compliance with operational procedures, customer privacy requirements, quality standards, and documentation guidelines. Consolidate and communicate operational results, action plans, risks, and business updates to leadership and stakeholders. Support operational transitions, business growth initiatives, process improvements, automation adoption, and organizational change efforts. Promote leadership accountability, employee engagement, succession planning, and continuous improvement across assigned teams.
Seniority
Senior, hands-on IC with leadership responsibilities
