Remote Team Lead – Agent Management

About the role

We are looking for a proactive Remote Team Lead to manage a group of agents delivering outsourced customer support. The role involves coaching, performance monitoring, and ensuring high‑quality service for our clients while working fully remotely.

Key responsibilities

• Lead and mentor a team of agents, providing coaching and support to boost 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 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 among team members.

Required profile

• Proven experience in a managerial role within the outsourcing/offshoring sector.
• Strong leadership abilities with a talent for motivating diverse teams.
• Excellent communication and interpersonal 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.