Remote Team Lead – Call Center Agents

About the role

We are looking for a proactive Remote Team Lead to manage a group of call centre agents. The role focuses on driving performance, ensuring client satisfaction, and fostering a collaborative, customer‑oriented environment.

Key responsibilities

• Lead and coach a remote team of agents, providing guidance to improve performance.
• Develop and execute operational strategies that meet and exceed client expectations.
• Monitor performance metrics and implement data‑driven improvements.
• Address client inquiries promptly and resolve issues efficiently.
• Collaborate with other departments to streamline processes and enhance service delivery.
• Promote a positive corporate culture and support professional development of team members.

Required profile

• Proven experience in a managerial role within the outsourcing/offshoring sector.
• Strong leadership abilities with a track record of motivating diverse teams.
• Excellent written and verbal communication skills in English.
• Analytical mindset capable of making data‑driven decisions.
• Experience in performance management and employee development.

Required skills

• Familiarity with project management tools.
• Experience using customer service software.