Dynamic Temporary Team Leader Customer Experience Operations (Remote)

Why Join talentflow

At

talentflow, we are on a mission to transform the way brands connect with their customers in a digitalfirst world. As a global leader in innovative business services, we empower some of the most recognizable brands to deliver seamless, meaningful experiences across every touchpoint. Our workforce of over 400,000 passionate professionals speaks more than 300 languages, enabling us to operate at scale while staying deeply rooted in local communities.

Joining talentflow means becoming part of a purposedriven organization that values diversity, inclusion, and continuous learning. Whether you are working from a home office, a coworking space, or a quiet caf, you will have the tools, training, and support you need to thrive. Our remotefirst culture is built on trust, autonomy, and a shared commitment to excellence.

Position OverviewWe are urgently seeking a

Temporary Team Leader of Customer Experienceto lead a highperforming group of customerfacing advocates. This role is fully remote and will run through May12025 (or earlier, depending on business needs). As the Team Leader, you will be the catalyst for operational excellence, coaching agents to exceed quality, service level, and schedule adherence targets while fostering a fun, accountable, and inclusive team environment.

Key Responsibilities

Performance Management:Monitor daily metrics (quality, service level, schedule adherence) and ensure they meet or exceed established goals.

Coaching & Development:Dedicate approximately 80% of your day to oneonone coaching, skillbuilding workshops, and realtime feedback sessions that elevate agent performance.

Culture Building:Create a vibrant atmosphere that balances enthusiasm, fun, and accountability, encouraging agents to bring their best selves to work.

Improvement Plans:Design and implement performance improvement plans (PIPs) for agents who need additional support, tracking progress and celebrating wins.

Disciplinary Actions:Administer fair and consistent disciplinary measures when required, always aligning with talentflow policies and local regulations.

Stakeholder Communication:Lead internal and clientled performance discussions, presenting datadriven insights and actionable recommendations.

Policy Adherence:Ensure strict compliance with security, HR, operations, and other corporate policies; promptly report any infractions to senior management.

Escalation Management:Partner with training and senior management to improve the quality and efficiency of the Escalations team, handling inbound escalations with poise.

Customer Service Excellence:Model outstanding service for both subscribers and fellow representatives, demonstrating deep product knowledge and a helpful attitude.

Knowledge Transfer:Organize, curate, and deliver training materials to internal teams, ensuring uptodate information is readily available.

Trend Analysis:Identify patterns in call handling and customer issues, feeding insights back into process improvements and product enhancements.

Team Collaboration:Thrive as a collaborative player in a fastpaced, highenergy environment that embraces change and continuous improvement.

Additional Duties:Perform any other related tasks assigned by supervisors or senior management, always with a solutionsoriented mindset.

Essential Qualifications

Minimum 6months of supervisory experience in a contactcenter or customerservice environment.Proven ability to work remotely, with a reliable highspeed internet connection and a dedicated home office setup.Flexibility to work nights, weekends, and varying shifts based on business demand.Exceptional attendance record and a track record of meeting or exceeding performance expectations.Strong passion for coaching, mentoring, and helping team members reach their full potential.Demonstrated ability to plan, prioritize, and meet tight deadlines while maintaining high quality.Excellent written and verbal communication skills aligned with North American business standards.Keen attention to detail and a methodical approach to problem solving.Ability to remain calm under pressure, make datadriven decisions, and own outcomes.Preferred Qualifications & Skills

Experience with performancemanagement tools (e.g., NICE, Verint, Five9) and workforcemanagement software.Background in handling inbound escalations and complex customer issues.Famili .