Operations Team leader

منذ 2 أسابيع

Amman, Amman, الأردن CsMena دوام كامل
Team 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.