Job Description

Are you a people-first leader who thrives in fast-paced environments and knows how to motivate teams to hit ambitious targets? If you’re passionate about coaching, performance management, and developing future leaders, this role is for you!

About the Role

As a Team Leader, you will provide hands-on functional supervision to a team of associates, ensuring productivity, quality, and attendance targets are consistently met. You will play a critical role in driving day-to-day operations, fostering a positive team culture, and supporting business goals through effective leadership and coaching.

You’ll manage workloads, guide performance, develop talent, and ensure all operational checks are completed accurately and on time - all while creating a motivating and growth-oriented environment for your team.

Key Responsibilities

• Oversee day-to-day team operations, including work allocation, attendance monitoring, and performance management
• Review workable checks in the pool and plan daily strategies to achieve productivity and SLA targets
• Ensure 99% quality rating and 95% monthly attendance compliance for the team
• Monitor verification completion and ensure adherence to FADV SLA (source verification)
• Balance workloads fairly to give each associate equal opportunity to achieve strong performance metrics
• Ensure all checks are actioned in real time with no backlog or stuck cases
• Conduct regular coaching sessions, provide feedback, and document performance discussions
• Manage high and low performers, including preparing and monitoring Performance Improvement Plans (PIPs)
• Foster a positive, motivational team environment that drives engagement and results
• Identify and develop future leaders through training, task delegation, and exposure to added responsibilities
• Conduct team huddles and meetings as required by the business
• Participate in the hiring process, including interviewing and candidate assessment
• Review and approve overtime and leave requests
• Manage disciplinary processes in coordination with HR, including issuing Notices to Explain
• Complete manager reviews during the annual performance appraisal cycle
• Directly manage 20+ associates

Qualifications & Skills

• 4–5 years of overall work experience
• At least 2 years of experience as a Team Leader in a BPO or call center environment
• Strong written and verbal communication skills
• Excellent people management, coaching, and feedback skills
• Logical reasoning and sound decision-making abilities
• Strong organizational, time management, and stress management skills
• High attention to detail and commitment to accuracy
• Effective interpersonal and relationship management skills
• Ability to motivate, engage, and inspire diverse teams

Additional Requirement

• Valid NBI Clearance is required - Candidates must ensure their NBI clearance is ready or can be provided as soon as possible to avoid delays in the hiring process.

Why Join Us?

• Lead a dynamic, high-performing team
• Make a real impact through coaching and people development
• Grow your leadership career in a collaborative BPO environment
• Be part of a culture that values performance, accountability, and growth

Ready to take the next step in your leadership journey? Apply now and lead with purpose!

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.