Team Leader – Operations

About the role

The Team Leader, Operations will guide and motivate a team of agents to achieve performance targets and uphold company objectives. This role combines coaching, performance monitoring, and process improvement within a dynamic outsourcing environment.

Key responsibilities

• Deliver coaching and constructive feedback, including corrective actions when necessary.
• Collaborate on new strategies and process improvements to boost team performance.
• Prepare daily, weekly and monthly reports for internal and client stakeholders.
• Ensure service level agreements are met, handling escalated supervisor calls and quality reviews.
• Facilitate team huddles, presentations and contests to drive engagement.
• Maintain regulatory compliance, quality standards and CBT requirements.
• Assist with recruiting, training and onboarding of new employees.
• Champion company core values and other engagement programs.

Required profile

• Minimum High School Diploma (North America) or equivalent; specific education requirements vary by location.
• Previous experience in an agent or customer service role.
• Leadership or managerial experience is an asset.
• Ability to obtain any required collection/trace licenses for relevant jurisdictions.

What we offer

• Growth opportunities with internal promotion pathways.
• Comprehensive paid training to ensure success.
• Team‑oriented culture that values collaboration and fun.
• Diversity & inclusion initiatives celebrating all backgrounds.
• Modern offices designed to enhance productivity.
• Rewarding work that helps businesses grow while making a difference in people’s lives.