Team Lead - SJO

At AnswerHero, we pride ourselves on delivering best-in-class virtual receptionist services to small and medium-sized businesses. As a Team Lead in Operations, you will play an important role in creating a positive work environment while ensuring smooth day-to-day operations. You’ll support and guide a team of virtual receptionists, helping them achieve performance goals through coaching, motivation, and accountability. This position ensures that AnswerHero's core values—professionalism, communication, and client dedication—are upheld in every interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

 Floor support:

• Actively monitor the production floor and virtual receptionist to ensure smooth running operations, addressing issues as they arise.
• Brief agents on new call handling instructions and new client updates to ensure comprehension and adherence of call flow.
• Review agent performance and provide consistent feedback to Team Manager on those not meeting metrics.
• Deliver timely, fair, and measured performance assessments and feedback to foster employee growth.
• Recognize and reward outstanding performance.  
• Collaborate with mentors, trainers and team managers to develop strategies to increase quality and employee engagement.

 Responsibilities:

• Assist Call Center Management in preparing and executing shift plans, including but not limited to contingency plans for staff shortages or high call volume.
• Generate reports and document shift notes to provide detailed recaps to Team Manager.
• Monitor production reports throughout the shift to ensure adherence to break and lunch times
• Dedicate 8 hours per week taking calls to stay connected with frontline operations.
• Ensure adherence to call center policies and procedures.
• Actively recognize and reward team performance.
• Other tasks and duties may be assigned.
• Partner with Team Manager to ensure scheduling and adherence of breaks, lunches, and absences.
• Verify if scheduled agents are enough to cover projected call volume

Monitoring, Coaching and Feedback:

• Communicate with agents under your respective team on status of performance – through huddles, meetings or chat messages
• Strategize with other team members on how to exceed/improve performance
• Partner with Quality and Training team  to identify behavior trends.
• Continuously providing coaching and support to all virtual receptionists
• Offer immediate, detailed, and constructive feedback to improve performance. Maintain in-depth knowledge of team members’ performance, attendance, and engagement.

Disciplinary action:

• Provide team manager data needed to proceed with disciplinary action as needed.

What We’re Looking For:

Education and Experience:

• 2+ years of work experience, previous call center or supervisory experience a plus.

Skills and Qualifications:

• Basic supervisory knowledge and leadership skills.
• Ability to coach, mentor, and develop others.
• Strong ability to set priorities and manage multiple tasks efficiently.
• Work well with other teams to drive performance.
• Critical thinker who can assess situations, draw conclusions, and recommend solutions.
• May be required to train non-professional staff.
• Must demonstrate strong attention to detail, conscientious, reliable, and punctual.
• Excellent communication skills–written, verbal, active listening and expressing ideas.
• Strong Leadership Skills- Ability to model behavior and attributes expected by others
• Teamwork - Ability to work effectively independently and harmoniously within a team while communicating a “can do” attitude and positive outlook.
• Willingness to go above and beyond to support the team.

Why AnswerHero?

A Culture of Growth

When you join AnswerHero, you become part of a supportive team that values every individual’s contribution. We know our success is built on our people, and we strive to create an environment where everyone thrives. We keep it simple: AnswerHero cares for our employees, and our employees care for our clients.

A Place to Excel

From the tools you need to the projects that inspire, AnswerHero provides an environment where you can do your best work. Join us and help recruit professionals that truly make a difference.

Ready to Join Us?

If you’re passionate about technology, teamwork, and driving innovation, we’d love to hear from you! Apply now and take the next step in your career with AnswerHero.