Team Leader (Operations / Service Delivery)

TL;DR

Team Leader (Operations / Service Delivery): Managing a team of 15–20 agents in a fast-paced environment with an accent on delivering exceptional customer experiences and maintaining operational excellence. Focus on coaching, performance improvement, and ensuring adherence to quality benchmarks.

Location: Comfortable working from the office in 24x5 shift rotations with weekly offs

Salary: $34,611 - $67,000 per year

Company

hirify.global is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era.

What you will do

• Lead, coach, and motivate a team of 15–20 operations agents to meet and exceed performance targets.
• Drive customer experience and CSAT outcomes through monitoring, analysis, and execution.
• Take ownership of KPIs, monitor performance, and take corrective actions.
• Ensure adherence to SOPs, audit requirements, and quality benchmarks.
• Manage rosters, attendance, and attrition to maintain optimal team coverage.
• Communicate with stakeholders on performance insights, risks, and escalations.

Requirements

• 6–8+ years of experience in Operations, Back-Office Support, or Service Delivery.
• Minimum 2 years in a Team Leader or supervisory role managing operations teams.
• Proven ability to manage team-level KPIs and drive measurable performance improvements.
• Strong coaching and people development skills.
• Excellent verbal and written communication skills in English.
• Analytical mindset with the ability to interpret data and translate insights into action.

Nice to have

• Experience managing multi-geography or multi-shift teams.
• Prior exposure to global stakeholder communication and coordination.
• Background in IT Services, Telecom, Financial Services, Vendor/Workforce Management, or Global Shared Services.

Culture & Benefits

• Medical/Dental/Vision/Life Insurance.
• Paid holidays plus Paid Time Off.
• 401(k) plan and contributions.
• Long-term/Short-term Disability.
• Paid Parental Leave.
• Employee Stock Purchase Plan.