Team Lead Operations

Job Requirements

• Minimum of 2 years' experience within a call/contact center environment as a Team Lead / Floor Manager.
• Excellent leadership and communication skills.
• Strong coaching and people-development skills through daily one-to-ones and call calibration.

Job Description

Team Lead Operations (Management)

You run a pod day to day. You are measured on whether your people improve: their call quality, their conversion, and their attendance, not on how tidy your dashboard looks.

• Run daily huddles and one-to-ones with every agent in your pod.
• Score and calibrate calls, and coach against what the scoring shows.
• Manage the roster, breaks, and shrinkage across your shift.
• Escalate blockers to operations management the same day they appear.