Location: Medellín, Colombia El poblado-Milla de Oro
100% On-Site
Working hours Range: 7 am- 7 PM Monday-Friday (8-hour shift). 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.