Senior Team Leader – Customer Service Operations

About the role

The Senior Team Leader will oversee a group of Customer Service Representatives (CSRs) and subordinate Team Leaders in Accra, ensuring that performance targets and quality standards are consistently met. This role combines hands‑on coaching, operational oversight, and acting as the primary point of contact for the account during the Operations Manager’s absence.

Key responsibilities

• Manage a team of CSRs and Team Leaders, providing coaching, mentoring, and performance feedback.
• Ensure CSRs are trained on product and system updates to perform tasks effectively.
• Conduct business reviews, performance management, and continuous development activities.
• Provide floor support as a subject‑matter expert on policies, procedures, and escalated calls.
• Act as the account point of contact when the Operations Manager is unavailable.
• Assist with queue management in coordination with the Global Command Center.
• Prepare and submit performance reports, scorecards, and case analyses to the Operations Manager.
• Facilitate internal and external calibration sessions, conference calls, and client meetings.
• Handle administrative tasks, HR escalations, and liaison duties between management and CSRs.
• Organize team‑building activities and design performance‑based incentive programs.

Required profile

• Bachelor’s degree in any field.
• 3–5 years of supervisory experience in BPO operations.
• Preferably 1 year handling financial/fraud and disputes accounts.
• Willingness to work graveyard shifts in Accra, Ghana.
• Must possess a valid US visa and be willing to travel.

Required skills