Outsource the best TSR team leads, anywhere with Teamified

1-3 years exp.

• Monitors agent performance and provides real-time support during shifts.
• Assists with call quality reviews and provides constructive feedback.
• Manages team scheduling, break rotations, and adherence tracking.
• Supports agent onboarding, training sessions, and process documentation.
• Tracks daily KPIs and escalates issues that require leadership intervention.
• Collaborates with operations and HR to maintain team morale and performance.

3-5 years exp.

• Leads performance coaching and creates development plans for underperforming agents.
• Drives process improvements, workflow optimization, and quality assurance initiatives.
• Owns team targets such as AHT, CSAT, FCR, and ensures consistency in delivery.
• Partners with operations managers to forecast staffing and manage attrition.
• Designs and delivers training programs, handles escalations, and supports dispute resolution.
• Analyses performance data to inform leadership decisions and improve customer satisfaction.

5-7 years exp.

• Manages multiple teams, supervisors, and operational workflows across shifts or regions.
• Designs and implements leadership development programs and succession plans.
• Drives strategic initiatives, automation projects, and technology integrations.
• Collaborates with senior leadership to align support operations with broader business goals.
• Oversees budget, capacity planning, and resource allocation for large support teams.
• Monitors global trends, customer insights, and implements proactive CX improvements.