Senior Team Leader — Customer Service
Purpose of the Role
Ensure the stable and efficient operation of several contact center teams, the achievement of Customer Service operational and quality metrics, and the development of Team Leaders and agents.
The Senior Team Leader is responsible for leading multiple Customer Service teams through Team Leaders, ensuring operational excellence, consistent service quality, people development, and continuous improvement while supporting business objectives and an exceptional customer experience.
Key Responsibilities
Operational Management
- Organize and oversee the daily work of the assigned Customer Service teams.
- Ensure the fulfillment of operational plans, SLAs, and established KPIs.
- Monitor resource availability, workload distribution, and adherence to work schedules.
- Analyze team performance and respond promptly to deviations.
- Coordinate Team Leaders during peak load, disruptions, incidents, and other non-standard situations.
- Ensure business continuity and timely escalation of operational risks.
- Liaise with Workforce Management on headcount planning, scheduling, and workload coverage.
Performance Management
- Track the team and individual metrics of Team Leaders and agents.
- Conduct regular performance reviews with Team Leaders.
- Identify the causes of underperformance and develop corrective plans.
- Oversee the implementation of performance improvement plans and evaluate their effectiveness.
- Prepare and provide management with regular reporting on the department's performance.
- Identify trends, risks, and opportunities to improve productivity and service quality.
Management and Development of Team Leaders
- Set clear goals for Team Leaders and monitor their achievement.
- Hold regular one-on-one meetings, coaching, and feedback sessions.
- Develop the managerial competencies of Team Leaders.
- Ensure a consistent approach to team management, performance evaluation, and working with employees.
- Support Team Leaders in resolving complex operational and personnel issues.
- Participate in the selection, onboarding, and evaluation of Team Leaders.
- Build a talent pool and succession plans.
- Foster a culture of accountability, collaboration, and continuous development.
Service Quality and Customer Experience
- Ensure compliance with communication and customer service standards.
- Work with Quality Development to analyze quality assessment results and identify areas for improvement.
- Oversee the implementation of quality improvement plans.
- Analyze inquiries, complaints, repeat contacts, and customer escalations.
- Participate in handling complex and critical customer situations.
- Identify systemic causes of negative customer experience and initiate the necessary changes.
- Contribute to achieving target customer satisfaction metrics.
Change Management and Process Improvement
- Identify inefficient processes and initiate their optimization.
- Participate in the launch of new processes, products, tools, and customer channels.
- Ensure timely communication and preparation of teams for changes.
- Oversee the implementation of changes and assess their impact on operational metrics.
- Collect feedback from Team Leaders and agents and pass it on to relevant departments.
- Participate in automation and operational efficiency projects.
- Measure adoption and effectiveness of operational changes.
Collaboration with Other Departments
- Collaborate effectively with Workforce Management, Quality Assurance, Training, HR, Recruitment, Product, Operations, and other teams.
- Represent Customer Service in cross-functional initiatives and influence decisions affecting customer operations.
- Provide stakeholders with timely information on operational results, risks, and the department's needs.
- Ensure the execution of agreed decisions within the subordinate teams.
Key Performance Indicators
Specific target values are set in accordance with the company's business plan and operating model.
- Customer Experience
- CSAT
- Customer Complaints
- Escalations
- Repeat Contacts
- Operational Efficiency
- Service Level
- ASA
- AHT
- Occupancy
- Utilization
- Schedule Adherence
- Quality
- QA Score
- FCR
- Workforce
- Attrition
- Absenteeism
- Engagement
- Delivery
- Backlog
- Productivity
- Improvement initiatives completed
Candidate Requirements
Experience
- 3–5+ years of experience in Customer Service or a contact center.
- 2+ years of experience managing a team as a Team Leader.
- Proven experience leading multiple Team Leaders across several operational teams is required or a significant advantage.
- Experience managing a department of more than 100 employees is an advantage.
- Hands-on experience with contact center operational metrics.
- Experience in employee performance management and implementing improvement plans.
- Experience implementing operational changes and process improvements.
Knowledge and Skills
- Understanding of contact center and Customer Service principles.
- Confident command of operational metrics analysis methods.
- Skills in managing managers and large teams.
- Coaching, mentoring, and constructive feedback skills.
- Ability to make decisions under high pressure and with incomplete information.
- Ability to interpret operational data and translate insights into action.
- Skills in resolving conflict and complex customer situations.
- Strong problem-solving and root cause analysis skills.
- Strong communication and presentation skills.
- Skills in collaborating with various departments and management levels.
- Confident command of Excel or Google Sheets and operational reporting tools.
- Experience with CRM, case management systems, telephony, and BI tools is an advantage.
Key Competencies
- Strategic Leadership
- Coaching and Development
- Customer focus.
- Results orientation and the ability to take responsibility for outcomes.
- Systematic and analytical thinking.
- Operational discipline.
- Accountability and independence.
- Emotional resilience.
- Ability to prioritize.
- Adaptability
- Collaboration and influence.
- Decision-making.
- Continuous improvement.
- Risk Management
Expected Results
The Senior Team Leader:
- Consistently ensures the achievement of target metrics by the assigned teams;
- Develops high-performing Team Leaders capable of independently managing daily operations
- Maintains consistent management and customer service standards;
- Minimizes operational risks through proactive management;
- Improves service quality and process efficiency;
- Reduces the number of recurring problems and customer escalations;
- Ensures the effective implementation of changes;
- Supports employee engagement and the development of the talent pool
