Team Leader- Operations

About the role

Teleperformance, a global leader in customer experience management, seeks a Team Leader – Operations to oversee customer service functions across remote and onsite channels. The role involves managing post‑sale technical and non‑technical support for business and end‑consumer customers, coordinating call‑center and walk‑in service centers, and acting as liaison between customers, production, and distribution teams. The leader will execute specialized projects, generate independent workload, supervise junior staff, and drive continuous improvement of daily processes. This position requires strong operational decision‑making within a defined scope and the ability to manage a team of individual contributors while ensuring high‑quality service delivery.

What you’ll do

• Provide post-sale technical and non-technical customer service via phone, online chat, or text for high volume low complexity inquiries.
• Analyze and resolve customer issues in office environment for lower volume high complexity inquiries.
• Act as liaison between customers, production, and distribution departments for specific customer orders.
• Provide technical and non-technical support in walk-in service center for product returns/repair.
• Execute specialized projects and activities, generating own workload without instructions.
• Supervise less experienced professionals, providing expertise and ensuring end-product quality.
• Improve day-to-day activities/processes and manage short-term team activities.
• Make operational decisions within defined scope and manage a team of individual contributors.