Team Leader - Operations

About the role

The Team Leader – Operations will manage a team of Alarm Centre Executives, ensuring high‑quality customer service and meeting operational KPIs. You will drive continuous improvement in service delivery while maintaining strict adherence to service level agreements.

Key responsibilities

• Lead and supervise daily call centre operations.
• Monitor team productivity, attendance, and schedule adherence.
• Coach, mentor and develop team members through regular feedback and performance reviews.
• Conduct quality audits and ensure compliance with service standards.
• Identify improvement opportunities by monitoring customer interactions.
• Manage escalated customer complaints and ensure timely resolution.
• Analyse performance metrics and prepare management reports.
• Drive achievement of SLA, productivity and quality targets.
• Conduct regular team meetings and training sessions.
• Coordinate with service centres, operations teams and management to resolve issues.
• Support recruitment, onboarding and training of new team members.

Required profile

• Minimum 3 years of experience in call‑centre or customer‑service operations.
• Proven ability to lead, motivate and develop a team.
• Strong analytical skills for performance monitoring and reporting.
• Excellent problem‑solving and decision‑making abilities.

Required skills