Team Lead

About the role

Our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team.

Key responsibilities

• Help to establish processes and procedures with the growing business of our partner by developing an understanding of the process, business, and support interaction, and creating process suggestions leading to better business outcomes
• Provide constant, and valuable feedback for all stakeholders - Program Manager, Partner, and Associates
• Lead weekly team meetings or huddles and conduct regular 1:1s with each of your direct reports
• Lead weekly meetings with the partner to report current production status and any updates
• Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Conduct QA, coaching sessions, and side by side feedback
• Provide and/or facilitate training to new hires or current associates as needed
• Support/Assist associates during production and assigning associates to new and different tasks as required
• Monitor production levels for each associate and build and maintain the team's schedule to ensure appropriate coverage
• Participate in the hiring process by helping to identify and select ideal candidates according to the program's needs

About you

• Excellent written and verbal English communication skills (C1 - C2 level on the CEFR scale)
• Minimum 2–3 years of BPO leadership experience handling voice and/or digital support teams
• Strong background in performance management, coaching, and QA compliance
• Proven ability to manage attendance, schedule adherence, and operational meetings
• Experience in food delivery, e-commerce, or customer support campaigns is an advantage
• Demonstrated capability in data-driven decision-making, including KPI tracking and RCA
• Strong communication skills with the ability to collaborate cross-functionally
• High accountability, calendar discipline, and adherence to compliance standards

About us

Crescendo is an AI-powered solutions company that transforms how businesses engage with their customers. We believe customer interactions should be seamless, personalized, and impactful. Our people are at the heart of what we're building. At Crescendo, you'll join a team of driven builders addressing complex challenges where AI, software, and customer experience come together. We foster a flexible and inclusive culture with opportunities for mentorship, growth, and meaningful impact, while pushing the boundaries of what's possible with AI-powered customer engagement. Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives.

Benefits

• Take on challenges that actually move the needle in an industry ready for change
• Earn competitive pay while building a career with endless opportunities
• Enjoy remote work with the focus and flexibility to do your best work
• Grow in an environment that rewards ambition and sharp execution
• Thrive in a team environment where collaboration is the foundation of your success
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams