Job Description

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

We are seeking a proactive and people-focused Team Leader to manage a group of Inbound and Outbound Customer Service Agents supporting global clinical trial operations. The Team Leader will be responsible for overseeing day-to-day performance, ensuring compliance with processes, and driving service excellence in a 24/7 environment. The ideal candidate is dual-skilled—capable of managing a team while also assisting with Workforce Management (WFM) tasks such as scheduling, staffing adjustments, and adherence monitoring. This balance ensures operational efficiency, proper coverage, and a seamless experience for our clients and clinical trial sites worldwide.

Key Responsibilities

• Supervise, mentor, and coach a team of customer service agents handling inbound/outbound calls, emails, and escalations.
• Monitor daily operations to ensure SLAs and KPIs (call handling, documentation accuracy, escalation timeliness) are consistently achieved.
• Conduct performance reviews, provide constructive feedback, and develop individual coaching plans.
• Partner with WFM to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging.
• Serve as the first point of escalation for urgent or complex cases before elevating to the Operations Director.
• Ensure accurate documentation and compliance with clinical trial protocols, confidentiality standards, and data privacy regulations.
• Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices.
• Collaborate with global counterparts (UK, US/LatAm, PH teams) to maintain seamless handoffs and service coverage.
• Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.
• Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices.
• Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning.

Qualifications

Education

• Bachelor’s degree preferred; equivalent work experience in a call center or BPO leadership role accepted.

Experience

• Minimum 2–3 years of experience in customer service, with at least 1 year in a supervisory or team leader capacity.
• Experience in healthcare support, BPO, or clinical trial operations preferred.
• Exposure to workforce management processes and tools is a strong advantage.

Skills

• Strong leadership and coaching skills with the ability to inspire team performance and accountability.
• Excellent communication skills in English (verbal and written).
• Analytical mindset with the ability to interpret performance data and drive improvements.
• Strong problem-solving skills and ability to remain calm under pressure.
• Proficiency with MS Office, CRM systems, and call logging tools.
• Dual-skilled: Able to balance people management and WFM support tasks.

Other Requirements

• Willingness to work rotating shifts, including nights, weekends, and holidays, to support 24/7 global operations.
• Flexibility to assist with WFM-related tasks as needed.