Team Leader, Operations
Core
Supervise a group of call center and chat support associates to ensure performance metrics, service levels, and customer satisfaction targets are met.
Role type
Team Leader, Operations (Call Center/Chat Support)
Builds
Customer engagement services (voice, chat, email) for enterprise clients
Domain
Business Services / Customer Engagement
Required skills
Team supervision, performance coaching, KPI tracking, SLA management, conflict resolution, data analysis, process improvement, shift scheduling
Preferred skills
Associate's degree, 2-4 years experience, mentoring, multi-tasking, flexible scheduling
Technologies
CRM systems, chat platforms, reporting tools
Responsibilities
Supervise daily operations of call center and chat support teams, monitor performance metrics and KPIs, provide coaching and corrective action, manage shift schedules and staffing, review interactions for quality and compliance, prepare performance reports.
Seniority
Mid-level, hands-on IC