About The Role (URGENTLY HIRING!)
As a Senior Team Leader, you will play a crucial role in driving team success. Your responsibilities will include:
- Assessing, measuring, and enhancing the productivity performance of agents associated with client service delivery and revenue generation.
- Taking charge of team productivity, conducting thorough productivity reviews, and implementing coaching and performance improvement plans.
- Training and motivating agents to consistently deliver high-quality work within set timelines.
- Evaluating performance, coaching agents for improvement, and ensuring performance meets or exceeds set targets.
- Managing the daily attendance of assigned agents to maintain operational efficiency.
- Maintaining regular and effective communication with employees at all levels.
- Creating a positive work environment that fosters good morale, quality work, and high productivity.
- Cultivating an atmosphere that encourages employees to share ideas for continuous improvement.
- Keeping the team aligned with company and client goals and results.
- Taking direct responsibility for decisions made and being answerable for team productivity performance.
- Ensuring the completion and submission of all necessary paperwork and reports accurately and on time.
About You
We are seeking candidates with the following qualifications:
Education & Experience
- Minimum of 2–3 years of leadership experience in operations (BPO industry)
- Proven experience managing team leads or multiple teams
- Strong background in performance management and people leadership
Leadership & Management Skills
- Demonstrated ability to lead, coach, and develop team leaders and agents
- Strong decision-making and problem-solving skills
- Ability to manage escalations and critical situations effectively
- Capable of driving accountability and ownership within the team
Operational & Technical Skills
- Strong understanding of operational KPIs (e.g., SLA, CSAT, AHT, productivity, quality)
- Experience in workforce management, scheduling, and capacity planning
- Ability to analyze performance data and implement improvement plans
- Knowledge of company policies, SOPs, and compliance standards
Communication & Collaboration
- Excellent verbal and written communication skills
- Ability to communicate effectively with clients, stakeholders, and senior leadership
- Strong cross-functional collaboration skills (HR, QA, Training, WFM)
Personal Attributes
- High level of professionalism and integrity
- Strong organizational and time-management skills
- Adaptable and able to work in a fast-paced, changing environment
- Results-driven with a continuous improvement mindset
Perks that Await You:
- Competitive compensation package. #BetterWithSSG
- Exciting career growth opportunities.
- A vibrant and inclusive workplace culture.
Ready for the Challenge? Elevate Your Career with Us!
If you are ready to lead a high-performing team, we want you on board! Support Services Group values your experience and leadership skills, offering a rewarding workplace where you can make a difference.
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.