Operations Team Leader

About the role

CsMena is seeking an experienced Operations Team Leader to oversee daily Trust & Safety workflows and manage a team of content moderators. The role focuses on ensuring operational targets and client SLAs are consistently met while maintaining high quality standards.

Key responsibilities

• Monitor real‑time floor activity and provide side‑by‑side coaching to agents.
• Handle high‑level customer escalations and resolve complex issues.
• Track and report team metrics such as Average Handle Time (AHT) and Quality Scores.
• Ensure daily operational targets and client Service Level Agreements (SLAs) are achieved.
• Maintain team morale and implement strategies to control attrition.

Required profile

• Proven experience leading a team of agents in a BPO or content moderation environment.
• Strong ability to meet operational targets and manage SLA compliance.
• Excellent coaching and communication skills for real‑time performance improvement.
• Capability to handle high‑pressure escalations and maintain quality standards.
• Focus on data‑driven performance tracking and continuous improvement.

Required skills

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.