Senior Customer Service Team Lead

Senior Team Lead — Role DescriptionA Senior Team Lead provides leadership, guidance, and operational support to Team Leads and their teams. The role is responsible for ensuring that every Team Lead meets their KPIs, daily operations are properly managed, and performance or operational gaps are addressed promptly.

Key Responsibilities

1. Ensure every Team Lead and team consistently meets their assigned KPIs, including productivity, quality, attendance, and customer experience targets.2. Ensure all teams are compliant with required daily reports, updates, and operational processes.3. Monitor overall team and Team Lead performance, identifying gaps, trends, and outliers, and follow up on required updates, glidepaths, and action plans.4. Ensure appropriate action plans are put in place for identified gaps and outliers, and follow up to confirm they are progressing, effective, and adjusted when needed.5. Provide day-to-day operational reporting to Rose, including key performance metrics, concerns, outliers, actions taken, and areas requiring attention.6. Support and coach Team Leads in managing their teams, improving performance, and maintaining accountability for their team's results and reporting.7. Handle complex operational issues and escalations that require senior-level support, and ensure processes, policies, and operational standards are consistently followed.8. Identify recurring operational concerns and work with the appropriate teams to resolve them and improve overall operations.9. Support the implementation of new processes, projects, and operational improvements, working closely with Operations, Quality, Training, Workforce, and other support functions.10. Work closely with Rose on overall operations, performance, priorities, and operational improvements, while promoting a culture of ownership, accountability, and continuous improvement across all Team LeadsRole DevelopmentAs this is a new role that we are just starting, the responsibilities and scope may evolve over time based on the needs of the business and the team. The person selected for this role will be expected to contribute feedback, ideas, and suggestions to help shape the role, improve our processes, and determine what works best for the operation.We are looking for someone who is not only able to take ownership of the responsibilities above, but is also comfortable working in an evolving environment and helping build the role together with the team