Senior Team Lead

Job Details

Position Summary

The Senior Team Lead is responsible for supporting and developing Team Leads and frontline agents while driving operational excellence and delivering a high-quality guest experience. This role balances strategic leadership with hands-on operational support to ensure performance goals, KPIs, and service standards are consistently met.

The Senior Team Lead focuses on leadership development, coaching, communication, and performance management. Acting as a primary point of contact for Team Leads, this role provides guidance, resolves escalations, supports action planning, and maintains visibility into team and account performance. In partnership with Operations leadership, the Senior Team Lead aligns daily execution with organizational objectives and client expectations.

Responsibilities and Duties

Leadership Development & Coaching

• Coach, mentor, and develop Team Leads to s...