Location: Medellín, Colombia El poblado-Milla de Oro
100% On-Site
Schedule: 8 am- 6 PM Monday-Friday. Work schedule may vary based on operational needs.
Competitive Salary! above market rate, to be discussed during the interview
Permanent Contract
We’re looking for a dedicated and experienced Team Lead to join our growing team. This role is ideal for a proactive leader passionate about performance, people development, and client satisfaction.
Key Responsibilities:
- Supervise, coach, and mentor a team of front-line agents, ensuring consistent performance and adherence to KPIs.
- Conduct regular performance reviews, feedback sessions, and 1:1s with team members.
- Monitor daily attendance, productivity, and service levels to ensure proper shift coverage and SLA compliance.
- Assist with the onboarding, nesting, and uptraining of new hires or transitioning agents.
- Handle escalated customer issues and provide timely, effective resolutions.
- Collaborate with QA, Training, and Workforce teams to align performance and quality goals.
- Provide daily, weekly, and monthly performance reports to operations leadership and client stakeholders.
- Participate in internal and client calibration calls and ensure accurate documentation of updates.
- Maintain up-to-date knowledge of account processes, tools, and procedural changes.
- Lead by example, embodying and promoting Client's values and culture.
Skills, Knowledge & Expertise:
- Proven experience in a supervisory or team lead role within a BPO or similar environment.
- Strong communication skills in both English and Spanish (spoken and written).
- Previous experience supporting U.S.-based clients or customers is a strong advantage.
Tipo de puesto: Tiempo completo, Indefinido
Idioma:
- INGLÉS (Obligatorio)
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