Senior Team Leader – Customer Care Center

Position Overview
The Senior Team Leader is responsible for leading a high-performing Customer Care Center team supporting after-hours intake (afternoon/evening shift), service request management, dispatch coordination, and customer support operations. This role provides operational leadership to ensure service excellence, SLA achievement, quality compliance, and exceptional customer experience while developing a culture of accountability, continuous improvement, and employee engagement.The Senior Team Leader serves as the primary operational escalation point, partnering with clients and cross-functional teams to drive operational stability, process improvements, and business outcomes.
Required QualificationsStrong verbal and written communication skills to effectively engage customers, internal partners, and diverse audiences (English 90% - C1).Availability to work afternoon/evening shifts.6–8 years of experience in Customer Service, Contact Center, or Shared Services operations.Minimum 3 years of people management experience leading customer service teams.Experience managing international operations is preferred.Strong understanding of customer service operations, service request management, and dispatch processes.
Technical SkillsMicrosoft Office Suite (Excel, PowerPoint, Outlook, Word)Customer Relationship Management (CRM) systemsWorkforce Management toolsReporting and data analysisExperience with Genesys, SAP, ServiceNow, or similar enterprise platforms is preferred.