Position Overview
We are seeking an experienced and motivated Call Center Team Leader to oversee a team of customer service
representatives in our nearshore contact center in Trinidad. The Team Leader
will be responsible for driving daily team performance, coaching and developing
staff, ensuring service level agreements (SLAs) are met, and supporting the
Site Director in achieving operational excellence. This role is ideal for a
hands-on leader who thrives in a fast-paced environment and is passionate about
delivering outstanding customer experiences.
Key Responsibilities
Team Leadership & Performance
- Supervise a team of contact center agents, providing guidance,
motivation, and support to achieve individual and team performance goals.
- Monitor team metrics (quality, productivity, attendance,
adherence, and customer satisfaction) to ensure SLAs and KPIs are
consistently met.
- Conduct regular team meetings, performance reviews, and
one-on-one coaching sessions.
- Foster a positive and collaborative work environment that
promotes accountability and engagement.
Operations & Service Delivery
- Oversee daily operations, including queue management,
escalations, and adherence to schedules.
- Identify performance gaps and implement corrective actions in
partnership with the Site Director.
- Ensure compliance with company policies, client requirements,
and industry regulations.
- Contribute to process improvements to enhance efficiency and
service quality.
Training & Development
- Support onboarding and training of new hires, ensuring agents
are well-prepared to deliver high-quality service.
- Develop team members through ongoing coaching, mentoring, and
skills development initiatives.
- Recognize and reward high performers while addressing under performance constructively.
Communication & Reporting
- Serve as the first point of contact for team escalations,
resolving issues quickly and effectively.
- Provide timely and accurate reporting on team performance to
the Site Director.
- Communicate company updates, initiatives, and client
expectations of the team.
Requirements
Qualifications
- Minimum 3–5 years of experience in a contact center
environment, with at least 1–2 years in a supervisory or leadership role.
- Proven ability to manage, coach, and develop a team in a
customer service setting.
- Strong understanding of contact center metrics, workflows, and
best practices.
- Excellent communication, problem-solving, and interpersonal
skills.
- Ability to work flexible hours, including evenings, weekends,
and holidays as required.
- Proficiency in Microsoft Office and familiarity with contact
center technologies (CRM, ACD, WFM tools).
- Demonstrated ability to thrive in a dynamic, fast-paced
environment.
Benefits
What We Offer
- Competitive salary and benefits package.
- Professional development and career growth opportunities within
a global organization.
- A supportive, inclusive, and team-oriented work environment.
Skills Required
- Minimum 3-5 years of experience in a contact center environment
- At least 1-2 years in a supervisory or leadership role
- Proven ability to manage, coach, and develop a team
- Strong understanding of contact center metrics, workflows, and best practices
- Excellent communication, problem-solving, and interpersonal skills
- Ability to work flexible hours
- Familiarity with contact center technologies
What We Do
Advensus is a leading provider of nearshore contact center services, specializing in customer care outsourcing and BPO solutions. They offer omnichannel support to enhance customer satisfaction and retention across various industries.
