? TEAM LEADER — Can You Turn Performance Around?

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: TYPE OF WORK

Full Time

: SALARY

6

: HOURS PER WEEK

40

: DATE UPDATED

Sep 23, 2026

JOB OVERVIEW

Are you the Team Leader people call when a team is missing target and needs a turnaround?

Can you look at a dashboard and immediately start asking:

What changed? Why? Who needs coaching? What are we doing about it TODAY?

If that sounds like you, keep reading.

WHO WE ARE

We’re a fast-growing Customer Experience & Retention agency supporting health, wellness, and eCommerce brands in the U.S. We help our clients protect revenue, retain customers, and deliver exceptional customer experiences.

And we LOVE data.

At ECX, Team Leaders don’t just supervise people or send reports. They move numbers.

YOUR MISSION

You’ll lead a team of retention specialists - focused on preventing refunds, blocking cancellations, and upselling/cross-selling

Your job is simple: Know your numbers. Know your people. Improve performance.

You’ll own KPIs including: SLA | CSAT | QA | AHT | Productivity | FCR | Attendance | Adherence | Closure Rate

When something falls below target, we don’t want someone who simply reports the miss.

We want someone who can figure out WHY — and build a plan to fix it.

WHAT YOU’LL ACTUALLY DO

• Run daily performance and keep your team on target
• Analyze dashboards and spot trends, outliers, and performance gaps
• Coach struggling agents and turn performance around
• Recognize and develop your top performers
• Manage staffing, queues, attendance, adherence, and productivity
• Protect SLAs and prevent backlogs before they happen
• Partner with QA to turn quality findings into coaching
• Build reports that explain what happened, why it happened, and what happens next
• Handle escalations and make sound leadership decisions
• Find broken processes and help us make them better

We move quickly. You’ll have autonomy — but with autonomy comes ownership.

YOU MIGHT BE OUR PERSON IF...

~ You’ve spent 3+ recent years leading teams in a BPO/contact center and have personally managed 15+ agents.
~ You’re comfortable with Excel/Google Sheets and can actually analyze data — not just copy numbers into a report.
~ You’ve improved an underperforming team.
~ You’ve coached someone from missing targets to hitting it.
~ You’ve identified a problem in the data before someone had to point it out.
~ You’ve made operational decisions that improved a KPI.

That’s the Team Leader we want to meet.

HOW WE LEAD

~ We’re serious about performance, but we don’t believe great leadership means managing through fear.
~ We believe in servant leadership + accountability.

Set clear expectations. Coach people. Give them the tools to succeed. Recognize great work. Address poor performance quickly. Treat people with respect.

Simple.

THE DETAILS

Full-Time | Monday–Friday | U.S. EST Hours | Overnight PH Shift

You’ll need:

• Reliable high-speed internet
• Professional, distraction-free workspace
• Two-monitor setup
• Flexibility when business needs require additional coverage
• Excellent written and spoken English

ONE LAST THING...

Please don’t send us the same generic application you send to 20 other employers.

We genuinely want to know what you’ve accomplished.

WHEN YOU APPLY, SEND US:

Your updated resume
A short video introducing yourself and telling us about one team you helped improve
Internet speed screenshot
Photo of your workspace showing your dual-monitor setup
One report or dashboard YOU personally created
Your DISC profile, if you have one

APPLICATION SUBJECT LINE: “I MOVE NUMBERS — [Your Name]”

And answer this question:

You inherit a 30-person team that has missed its KPI for three consecutive weeks. What’s the FIRST thing you look at — and why?

If you’re already thinking about your answer... We definitely want to hear from you. ?

SKILL REQUIREMENT

Call Center Operations Management Operation Management Team Leadership

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? TEAM LEADER — Can You Turn Performance Around?

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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