Team Leader

Job Description:

The Team Leader ensures daily operations run smoothly across all channels, reacts fast to change, drives performance through coaching and data, and takes full ownership of results — always with the customer and the team's growth in focus.

Specific Accountabilities

Accountability A: Drive Operations and Performance 40%

• Maintain a helicopter view of all queues and channels — act immediately when volumes rise or service levels drop.
• Move resources dynamically where needed, even several times per hour if required.
• Communicate proactively when issues arise (e.g., backlog, system delays, performance dips), propose concrete actions, and involve others early when unsure how to proceed.
• Understand key metrics (NPS, SLA, CSAT, FRT, QA, etc.) — or show eagerness to learn — and use them to steer the team effectively.
• Set clear, ambitious but achievable goals and follow up consistently.
• Always aim to improve — for customers, for the team, and for yourself.

Accountability B: Coaching, Mentoring, and Team Development - 25%

• Coach and motivate each supporter to reach their full potential through regular 1:1s, data-driven feedback, and tone/QA calibration.
• Understand what motivates each team member and use that insight to build engagement and accountability.
• Lead by example in adaptability, ownership, and communication.
• Support new hires from onboarding through full production — the TL team jointly "owns" every newcomer.
• Foster a supportive, respectful, and collaborative environment that celebrates wins and learns from challenges.

Accountability C: Communication and Issue Escalation ("Paint the Elephant") - 15%

• Maintain transparent communication upward and sideways — never hide blockers, weaknesses, or risks.
• Raise operational issues, backlog alerts, or quality concerns early, with clear context and proposed next steps.
• Document and share insights that help other teams understand the situation and act fast.
• Reach out one time too often rather than one time too few.

Accountability D: Reporting, Data, and Continuous Improvement - 15%

• Monitor and analyze performance data to spot trends, improvement areas, and training needs.
• Translate insights into concrete actions — not just observations.
• Collaborate with Quality, Training, and Operations teams to align goals and share learnings.
• Support scheduling, leave approval, and productivity planning in close cooperation with peers and management.
• Contribute to building a data-driven support culture where decisions are based on facts and learning.

Accountability E: Collaboration and Change Leadership - 5%

• Embrace change and help others adapt — things will move fast, and flexibility is key.
• Represent English Support in internal meetings, share team perspectives, and cascade updates effectively.
• Participate in hiring, calibration, and cross-departmental initiatives that improve Customer Service as a whole.
• Drive local engagement and promote the company's values in everything you do.

4. Knowledge and Skills

a) Required Knowledge, Skills, and Competencies

• Strong sense of ownership and accountability — you treat the operation as if it were your own.
• Excellent communication skills (written and verbal) across multiple stakeholders and levels.
• Ability to read, interpret, and act on performance data.
• Coaching mindset — passionate about people development, tone, and quality.
• Proactive and solutions-oriented — able to identify and act on issues before they escalate.
• Adaptability in a fast-moving environment.
• Deep understanding (or curiosity to learn) of KPIs and their connection to customer experience.
• Strong interpersonal skills to motivate and influence others.

b) Application of Skills

• Daily monitoring of queues, inboxes, and overall team flow to prevent service level drops.
• Decision-making based on live data and communication with management when priorities need to shift.
• Coaching conversations, performance reviews, and constructive feedback loops.
• Escalating blockers, bugs, or process gaps early with proposed action plans.
• Presenting insights and reports clearly for management and stakeholders.
• Mentoring and onboarding new team members effectively.