Operational Team Leader

About the Role

Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company’s objectives. They provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives.

Responsibilities

• Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including corrective action through disciplinary processes.
• Collaborate on new strategies and process improvements to enhance team performance.
• Prepare daily, weekly, and monthly reports for both internal and external client levels.
• Provide flexible scheduling support, covering shifts and assisting with team hours tracking and progression throughout each month.
• Ensure service level agreements and performance metrics are met, including handling escalated supervisor calls, evaluating call recordings, and conducting QA call reviews as required.
• Create and facilitate team huddles, presentations, and contests to engage the team and clients.
• Maintain compliance with regulatory, quality, and CBT requirements.
• Assist and participate in recruiting, training, and onboarding of employees when required.
• Champion company core values and programs to motivate and engage employees.
• Perform other duties as assigned.

Requirements

• Education:
  • North America – Minimum High School Diploma or equivalent.
  • Philippines – Minimum of 2 years post‑secondary or equivalent.
  • Costa Rica – No minimum requirement.
  • United Kingdom – No minimum requirement.
• Previous experience in an Agent and/or Customer Service role.
• Leadership or managerial experience is an asset.
• Experience in collections‑based campaigns is an asset.

Benefits

• Growth opportunities with promotion from within.
• Comprehensive paid training to ensure success.
• Team‑oriented, collaborative culture.
• Commitment to diversity and inclusion.
• Fun workplace with engagement activities and social events.
• State‑of‑the‑art offices designed to enhance collaboration and productivity.
• Rewarding work helping businesses grow while making a real difference in people’s lives.

Pay

$20.50 per hour

Schedule

Open availability needed between Monday‑Saturday. Shifts: Monday‑Friday 8 am – 9 pm ET; Saturdays 8 am – 3 pm ET. 40‑hour per week contract.