Remote Team Lead – Agent Management

About the role

We are looking for a proactive Remote Team Lead to manage a group of agents delivering customer support for our clients. The role is fully remote and requires strong analytical, communication and leadership abilities to drive performance and ensure high service standards.

Key responsibilities

• Lead and coach a team of agents, providing day‑to‑day support and performance feedback.
• Develop and implement operational strategies that meet and exceed client expectations.
• Monitor key performance metrics, analyse data and introduce improvements.
• Address client inquiries promptly and resolve issues to maintain a customer‑oriented environment.
• Collaborate with other departments to streamline processes and enhance service delivery.
• Foster a positive corporate culture and promote professional development within the team.

Required profile

• Proven managerial experience in the outsourcing/offshoring sector.
• Strong leadership skills with the ability to motivate a diverse team.
• Excellent written and verbal English communication.
• Analytical mindset with data‑driven decision‑making capabilities.
• Experience in performance management and employee development.

Required skills

• Proficiency with project management tools.
• Familiarity with customer service software.