Team Lead

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Lead, coach, and inspire a team of frontline agents or specialists.

• Track KPIs such as quality, productivity, and response times, taking action on any identified gaps.

• Conduct regular one-on-one meetings, feedback sessions, and performance plans.

• Directly manage escalations and complex cases.

• Communicate team performance and challenges to managers and client stakeholders.

• Assist in onboarding and training new team members.

⛳️ Requirements

• A minimum of 2 years of experience as a Team Lead or Supervisor.

• Demonstrated ability to enhance team performance through effective coaching.

• Exceptional spoken and written English skills.

• Strong communication and conflict-resolution abilities.

• Proficient with CRM, helpdesk, and reporting tools.

• Must be available to work during U.S. business hours.

• Residing in Colombia, equipped with a reliable home office setup and stable internet connection.

• Experience in a BPO or contact center setting.

• Familiarity with QA scorecards and workforce management.

• Fluency in Spanish is required.

🏝️ Benefits

• We provide health insurance for contractors.

• Holiday Extra Pay is included.

• Work hours generally align with standard U.S. business hours, with some flexibility based on client needs.

• This position is fully remote.

• We prioritize the mental health of our team members, offering mental health days to support their well-being.

• In addition to the base salary, performance-based incentives are available.

• An annual review and appraisal process is in place.

• There are numerous opportunities for professional growth and advancement within the company.