Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ar4t2

About the Job

We’re changing the way people think about customer care, and we need your help

We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead, You Will…

Manage and supervise CSRs
Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Use critical thinking to develop solutions to improve business performance and partner success




Motivate teams through relationship building and real-time coaching
Develop incentive programs to motivate CSRs to achieve desired outcomes
Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
Gain expert level knowledge on all partner products and promotions
Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead, You Have…

High school diploma or equivalent (required)
Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
1-2 years of expe

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ar4t2

📌 Team Lead (Bogotá)
🏢 Sin nombre
📍 Bogotá