Team Leaders — Security solutions firm

The Team Leader is responsible for the direct supervision, coaching, and performance management of our team dedicated to supporting our security solutions program. Serving as the primary point of contact for day-to-day operations, this role ensures that program goals and Service Level Agreements (SLAs) are consistently met.

QUALIFICATIONS

• A degree or equivalent work experience in management or specialized team lead training is a significant plus
• Experience in providing recommendations for training procedures and project process adjustments
• Proven work experience as a Team Leader or Supervisor, specifically handling both voice and non-voice customer support programs
  • Knowledge of performance metrics and a track record of driving team productivity
• Basic technical skills—able to navigate through smartphone and computer applications
  • Proficient in MS Office (especially Excel, PowerPoint) and the operation of basic office equipment
• An empathetic and diplomatic team player with effective conflict resolution skills
• Strong problem-solving, decision-making, and time-management skills
• Can identify trends and address issues before they impact service levels
• Able to maintain professionalism in handling disciplinary actions and sensitive performance data
• Excellent written and spoken English communication skills

RESPONSIBILITIES

• Key Responsibilities Performance and Coaching
  • Conduct weekly 1:1 coaching and group meetings to review feedback, quality strategies, and performance trends
  • Monitor QA scores and productivity metrics to identify individual and team-wide trends
  • Manage Performance Improvement Plans (PIPs) and provide coaching logs for low performers to ensure success
  • Deliver on-the-spot floor support to resolve immediate procedural updates or technical user concerns
  • Lead monthly and quarterly reviews to celebrate wins, address challenges, and facilitate team-building
• Operations & SLA Management
  • Monitor real-time queue volumes and manage agent allocation to consistently meet SLA targets
  • Act as the main point of contact for daily operational activities and client-driven task adjustments
  • Resolve high-level escalations, tickets, and calls to ensure client satisfaction
  • Reconcile agent hours in time-tracking systems to ensure accurate billing and productivity counts
  • Oversee daily End of Shift (EOS) reporting in coordination with the reporting team
• Strategy and Client Relations
  • Liaise with clients to review feedback, walk through case examples, and set meeting agendas
  • Assess project workflows and provide proactive suggestions for process improvements and adjustments
  • Implement creative motivation strategies to drive engagement and high-level performance
  • Ensure all policy updates and company/project changes are clearly disseminated to the team
  • Collaborate with the Learning and Development team to identify re-training needs and provide recommendations for training procedures.