Team Lead

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

📋 Description

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

• Track KPIs such as quality, productivity, and response times, and take action on any discrepancies.

• Conduct regular one-on-ones, feedback sessions, and performance planning.

• Address escalations and manage complex cases personally.

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

• Facilitate onboarding and training for new team members.

• Guide and mentor frontline teams supporting U.S. clients.

• Enhance performance, quality, and engagement while managing complex cases in a player-coach role.

⛳️ Requirements

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

• Demonstrated success in enhancing team performance through effective coaching.

• Exceptional spoken and written English skills.

• Strong communication and conflict-resolution abilities.

• Proficient in CRM, helpdesk, and reporting tools.

• Available to work during U.S. business hours.

• Residing in Mexico.

• Dependable home office setup and stable internet connection.

• Experience in a BPO or contact center setting is a plus.

• Familiarity with QA scorecards and workforce management is desirable.

• Fluency in Spanish is a bonus.

🏝️ Benefits

• Health insurance for contractors.

• Holiday Extra Pay.

• Potential flexibility in work hours based on client requirements.

• Fully remote position.

• Mental health days.

• Performance-based incentives.

• Annual review and appraisal process.

• Opportunities for professional development and career advancement.