Operations Team leader
CsMenaTeam Leader
Company Description
CsMena is a leading Business Process Outsourcing (BPO) company specializing in delivering multilingual customer experience, customer service, content moderation, and business support solutions to global clients.
Through operational excellence, technology enablement, and a highly skilled workforce, CsMena helps organizations improve customer engagement, optimize operations, and achieve sustainable business growth.
As part of our continued expansion, we are seeking an experienced Team Leader – to direct daily Trust & Safety workflows and lead a team of content moderators.
About the Role
The Team Leader directly manages a team of agents, ensuring daily operational targets and client Service Level Agreements (SLAs) are met. They focus on real-time floor monitoring, side-by-side coaching, and resolving high-level customer escalations. Additionally, they track team metrics like Average Handle Time (AHT) and Quality Scores while maintaining team morale to control attrition.
What We Offer
- Competitive salary package.
- Opportunity to shape the marketing function of a growing BPO organization.
- Exposure to global clients and international markets.
- Professional development opportunities.
- Dynamic and innovation-driven work environment.