Call Center Team Leader

About the role

The Call Center Team Leader will guide a front‑line team to deliver high‑quality customer service while meeting key performance indicators and service level agreements. You will be responsible for coaching agents, monitoring performance, and driving continuous improvement across the contact centre.

Key responsibilities

• Monitor and manage team performance to achieve SLA (80%), AHT (210 seconds), ASA (15‑20 seconds) and maintain job‑card backlog within 9‑11%.
• Prepare operational performance reports, analyse data and recommend improvement actions.
• Coach, mentor and train agents, manage performance reviews and foster a customer‑focused culture.
• Identify service gaps, revamp complaint codes and implement initiatives to boost satisfaction and efficiency.
• Coordinate with internal departments to establish and monitor inter‑departmental SLA agreements.

Required profile

• Bachelor’s degree in Business Administration, Communications or related field (preferred).
• 8‑10 years of experience in customer service or call‑center operations, including at least 4 years in a supervisory or team‑lead role.
• Strong understanding of call‑center KPIs, reporting and quality assurance standards.
• Excellent verbal and written communication skills with a customer‑oriented mindset.

Required skills

• Microsoft Office applications

What we offer

• Opportunity to lead a high‑performing team in a dynamic environment.
• Professional development and continuous improvement initiatives.