Team Leader

Job Summary

Leading a team of representatives, the full-time Team Leader will manage performance, coach team members, and ensure exceptional customer experiences in a remote work environment.

Key responsibilities

• Provide effective leadership and supervision to a team, setting clear performance expectations and goals
• Coach and mentor team members to enhance their skills and foster a positive team environment
• Monitor team performance against service level agreements (SLAs) and key performance indicators (KPIs), implementing strategies for improvement

Required qualifications

• 3 years of 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
• Proficiency in using customer service software and tools such as CRM
• Results-oriented mindset with a focus on driving operational excellence and continuous improvement