Senior Team Leader – Call Center

About the role

The Senior Team Leader oversees a group of call‑center associates and mentors a team of Team Leaders. This role ensures that performance metrics are met through coaching, motivation, and accountability, while also handling escalated customer issues as needed.

Key responsibilities

• Lead and develop Team Leaders and associates through regular coaching and performance feedback.
• Monitor and achieve service KPIs and financial targets.
• Identify performance issues, create improvement plans, and implement corrective actions up to termination.
• Manage team metrics, retention goals, and participate in attrition analysis.
• Provide subject‑matter expertise on escalated calls.
• Supervise attendance and work compliance according to policy and legal requirements.
• 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’s degree in a related field.
• 4–6 years of relevant experience, including at least 1 year of progressive management experience.
• Strong written and verbal communication skills.
• Proven ability to lead multitasking teams, prioritize tasks, and meet deadlines.
• Experience mentoring, coaching, and providing direction to employees.
• Ability to work under pressure and follow through on tasks.
• Willingness to work a flexible schedule.

Required skills

What we offer

• Opportunities for professional growth and development.
• Engagement in a dynamic, customer‑focused environment.