Senior Team Leader

We are seeking an experienced and results-driven Senior Team Leader to oversee daily operations, guide frontline leaders, and drive team performance. This role serves as a critical link between upper management and operational teams by ensuring productivity, process efficiency, and high-quality service delivery.

The ideal candidate is a strong people leader with a proven ability to manage escalations, improve workflows, and consistently achieve operational goals in a fast-paced environment.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and support team members as well as junior supervisors to promote continuous growth and high performance.
• Foster a positive and collaborative work environment focused on accountability, engagement, and professional development.

Operational Performance Management

• Track and analyze daily, weekly, and monthly performance metrics and KPIs.
• Develop and execute action plans to improve productivity, service quality, and overall team performance.

Escalation & Stakeholder Management

• Handle complex customer concerns, operational challenges, and internal escalations with professionalism and urgency.
• Serve as a key point of contact for cross-functional coordination and stakeholder communication.

Process Optimization

• Identify workflow inefficiencies and recommend process improvements to enhance operational effectiveness.
• Support automation initiatives and implement standardized procedures to improve scalability and consistency.

Workforce & Resource Coordination

• Manage task delegation and ensure efficient utilization of team resources.
• Collaborate with workforce management and other departments to support staffing and scheduling requirements.

Qualifications

Experience

• Minimum of 5 years of relevant industry experience (BPO, Finance, Technology, or related field).
• At least 3-5 years of experience in a supervisory, team lead, or people management role.

Education

• Bachelor's Degree in Business Administration, Management, or any related discipline preferred.

Technical Skills

• Strong knowledge of reporting and analytics tools such as Microsoft Excel, Power BI, or Tableau.
• Experience with performance management systems and operational reporting.

Core Competencies

• Excellent leadership, coaching, and decision-making abilities.
• Strong analytical and problem-solving skills.
• Outstanding verbal and written communication skills.
• Ability to manage conflicts, multitask, and thrive in a fast-paced environment.