We are seeking an experienced and skilled Senior Team Lead with a proven managerial background, ideally having held leadership roles and managed teams in the past.As a Senior Team Lead, you will be responsible for overseeing a group of shift leads and ensuring the professional and personal integration of their team members within the organization. You will play a pivotal role in onboarding new team members and providing them with the necessary training to deliver exceptional customer service.
Key Responsibilities:
- Guide and support shift leads, ensuring they are integrated effectively into the group and trained to meet the highest standards of customer service.
- Monitor the work quality of team members, ensuring adherence to established protocols and guidelines.
- Act as the right-hand person to the group manager, assisting with various tasks, such as developing weekly work plans with the group manager.
- providing professional feedback to team members based on knowledge gaps that arise during shifts, ensuring all management calls are addressed, identifying knowledge and skill gaps, and providing guidance solutions and proper training.
- providing feedback sessions with team members to improve their performance during shifts.
- Take ownership of the group's key performance indicators (KPIs) and work towards achieving and exceeding the set targets.
Our humble expectations
Key Responsibilities:
Qualifications:
- At least 2 years of experience managing a team of 10 or more people.
- Proven experience in call center management or operations.
- Previous experience as a Team Lead or similar leadership role.
- Ability to work on a full-time basis.
- Willingness to participate in a rotation of shifts between the group leads twice a month and commit to two QA evening shifts per month.
- Operating hours: Sunday–Thursday, 09:00–18:00. QA evening shifts: 16:00–00:00.
- Hybrid work model – One day working from home (Monday is mandatory in-office).
Next steps
What We Offer:
A dynamic and fast-paced working environment.
Opportunities for professional growth and development.
A collaborative and supportive team culture.
Competitive salary and benefits package.
