TEAM LEADER — CALL CENTER

Role purpose

We are hiring Call Center Team Leaders who can run a sales team through facts, discipline and immediate action — not through motivation speeches or status updates. You will be responsible for the daily performance of your operators: calling pace, approvals, delivery-related outcomes, upsell/cross-sell where applicable, call quality, CRM discipline, coaching, attendance and workload control.

This is an operating role. A Team Leader is expected to see a problem, understand its cause, act quickly, document the action and verify whether the result improved.

What you will own:

1. Daily control of operator performance and attendance throughout the shift.
2. Hourly monitoring of calling activity, KPI movement, workload and operator behaviour.
3. Immediate intervention when an operator becomes inactive, performance drops, or a risk appears.
4. Coaching operators using real calls, real data and specific corrective actions.
5. Daily review of call quality: script compliance, delivery confirmation, objection handling, CRM notes, tone and correct approval logic.
6. Control of pre-approved queues, recalls/reminds, new-lead workload and other assigned queues so avoidable backlog does not accumulate.
7. Timely and correct handling of QA tasks and feedback; no overdue tasks and no superficial answers.
8. Accurate operator evaluations and documentation: facts, examples, actions and follow-up.
9. Discipline management: attendance, late starts, no-shows, refusal to follow instructions and repeated performance problems.
10. Escalation of issues that cannot be solved at TL level, with facts and a clear description of what has already been done.
11. Identification of operators who need coaching, improvement plans, category changes or removal.
12. End-of-day reporting that is concise, factual and consistent with the actual data.

How the role works:

 KPI control: Check performance regularly. Do not wait until the end of the day to discover a problem.

 Reaction speed: Act immediately when a meaningful performance or behaviour issue appears. The

current operating standard uses a 10–15 minute reaction window.

 Coaching: Use real call examples and data: identify the gap, give a concrete correction, and check

whether the result improves.

 Quality: Quality comes before speed. No fake approvals, status manipulation, or shortcuts in approval

logic.

 Discipline: Be fair and respectful, but enforce the rules consistently.

 Documentation: If an issue, coaching action, or decision matters, document it.

 Escalation: Do not hide problems. Escalate early with facts and a clear description of what has already

been done.

 Ownership: Results > explanations. You are accountable for what happens in your team.

What we need from you:

• Hands-on call center leadership experience; Team Lead experience is strongly preferred.
• Ability to read operational KPIs and connect numbers to operator behaviour.
• Real experience coaching people on performance, not only conducting team meetings.
• Confidence handling underperformance, lateness, conflict and difficult conversations.
• Strong CRM/dashboards and reporting discipline.
• High personal reliability: you do what you say you will do and report problems honestly.
• Ability to work in a fast-moving remote operation and maintain control without constant supervision.
• Comfort with repetitive operational checks. The job contains many simple controls, and they must be done correctly everyday.

This role is not for you if…

• You prefer to monitor passively and explain problems after they have already affected results.
• You need constant reminders to perform routine controls.
• You avoid difficult conversations or make exceptions for people you like.
• You give general feedback instead of showing the exact call/data problem and correction.
• You hide mistakes, change the story after the fact, or blame operators for failures you were responsible for controlling.
• You consider reporting and documentation administrative work rather than part of operational control.
• You are uncomfortable being measured by team results.

What success looks like

Your team maintains calling pace and discipline; queues stay under control; QA tasks are handled on time and correctly; operators improve through coaching; recurring mistakes decline; performance problems are identified early; and management receives accurate information without surprises.

Hiring process:

We use practical, evidence-based selection. Candidates may be asked to analyze a KPI situation, review a call scenario, conduct a short coaching role-play and explain how they would handle a real operational problem. We are interested in what you have actually managed, not only how well you interview.

Note: The role is based on Unateus internal Call Center Operations requirements. The emphasis on metrics, coaching, quality monitoring and operational control is also consistent with current contact-center leadership practice described by ICMI.