Job Description

Work Setup:Remote

Employment Type: Seasonal (August 2026 - March 2027)

Start Date: ASAP

Equipment:Company Provided

The Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.

What does a day in the life of a Team Leader look like?

Provide effective leadership and supervision to a team of representatives
Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
Address employee concerns, conflicts, and performance issues in a timely and effective manner
Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
Stay updated with industry best practices and trends to drive process improvements and innovation within the team
Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
Collaborate with other team leads and managers to share best practices and implement consistent processes
Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
Provide reports on team performance as required
Regularly communicate with clients as needed
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications for aTeam Leader?

3 years experience in a role equivalent to the representatives the role will support
Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment
Previous client-facing experience preferred
Strong communication skills, both verbal and written
Strong knowledge and understanding of customer service principles and practices
Strong problem-solving and decision-making skills
Excellent interpersonal to interact with team members and stakeholders at all levels.
Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
Results-oriented mindset with a focus on driving operational excellence and continuous improvement
Proficiency in using customer service software and tools such as CRM
Proficient in using computers and various software applications

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If you are interested, you can access your instant interview here:

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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