Operations Team Leader

🚨 We’re Hiring: Operations Team Leader (U.S. Support Account) 🚨

Ready to take your leadership skills to the next level? Join our growing team and lead a high-performing support unit for a U.S.-based client.

🔹 About the Role:

We’re looking for a talented and proactive Operations Team Leader to oversee daily operations, coach agents, and drive performance in a fast-paced environment supporting a U.S. client. If you're passionate about team success, service excellence, and people development — this role is for you!

✅ Key Responsibilities:

• Lead, coach, and motivate a team to exceed KPIs and service goals
• Monitor real-time operations to ensure quality and productivity standards
• Conduct regular coaching sessions, performance reviews, and feedback loops
• Handle escalations and support agents in complex interactions
• Analyze performance metrics and recommend improvements
• Collaborate with QA, Training, and Workforce teams to ensure operational alignment
• Report performance updates and insights to senior leadership

🎯 What You’ll Need:

• Previous experience as a Team Leader or Senior Agent in a BPO or call center
• Experience supporting U.S. accounts (a must)
• Excellent English communication skills (spoken & written)
• Strong leadership and people management skills
• Comfortable working night/U.S. shifts
• Familiarity with CRM systems and contact center tools is a plus

💼 What We Offer:

• Competitive salary
• Medical & Social Insurance
• Clear career progression path
• Supportive and dynamic work culture

📩 Ready to apply?

Send your CV to Mariam.Hamdy@athear.com or 01010644438

• 📌 Subject Line: Operations Team Leader – U.S. Support