Senior Team Leader, Operations

About the role

The Senior Team Leader, Operations will supervise a group of call‑center associates and mentor a team of Team Leaders. You will ensure that performance metrics are met while fostering professional growth and a collaborative environment.

Key responsibilities

• Lead, coach and develop Team Leaders and associates to achieve KPI targets.
• Identify performance issues, create action plans, and implement corrective measures, up to termination.
• Provide subject‑matter expertise on escalated customer calls.
• Manage team metrics, retention goals and participate in attrition root‑cause analysis.
• Communicate expectations, policy updates and procedural changes to the team.
• Oversee attendance and work‑schedule compliance.
• Execute shift‑wide projects aimed at improving productivity, quality or other KPIs.
• Promote company values and act as an advocate for team members.

Required profile

• Associate degree in a related field.
• Four to six years of experience, including at least one year of progressive management experience.
• Strong written and verbal communication skills.
• Proven ability to lead multitasking teams, prioritize tasks and meet deadlines.
• Effective under pressure and able to follow through on commitments.
• Willingness to work a flexible schedule.

Required skills

What we offer

• Opportunities for professional development and career progression.
• A supportive environment that values teamwork and continuous improvement.