Senior Team Leader – Customer Service Operations

About the role

The Senior Team Leader will oversee a team of Customer Service Representatives (CSRs) and subordinate Team Leaders in Accra, Ghana. This role ensures that service targets and key performance indicators are met through coaching, training, and performance management.

Key responsibilities

• Manage a team of CSRs and Team Leaders to achieve or exceed KPI goals.
• Provide periodic coaching, mentoring, and on‑the‑job training on product and system updates.
• Conduct business reviews, performance assessments, and continuous development plans for CSRs.
• Serve as a subject‑matter expert on policies, procedures, and handle escalated calls.
• Act as the account point of contact during the Operations Manager’s absence.
• Assist with queue management in coordination with the Global Command Center.
• Prepare and submit performance reports, scorecards, and case analyses to the Operations Manager.
• Participate in internal and external calibration sessions, conference calls, and client meetings.
• Facilitate team‑building activities and design performance‑based incentive programs.
• Liaise with HR on benefits, grievances, and other employee concerns.

Required profile

• Bachelor’s degree in any field.
• 3–5 years of supervisory experience in BPO operations.
• Experience with financial/fraud and disputes accounts is a plus.
• Willingness to work graveyard shifts in Accra.
• Must hold a valid US visa and be willing to travel.

Required skills