Job Summary

We are seeking an experienced Team Leader to support the day-to-day operations of our BPO team. The ideal candidate will have previous leadership experience in a customer service environment, strong people management skills, and the ability to drive team performance while ensuring operational excellence. This role is responsible for coaching and supporting agents, monitoring KPIs, handling escalations, and collaborating with cross-functional teams to achieve business objectives.

Key Responsibilities

Lead and support the daily operations of the assigned team, ensuring service levels and business objectives are consistently achieved.

Coach, motivate, and develop team members to improve performance and productivity.

Ensure representatives understand and comply with company policies, procedures, and performance standards.

Identify knowledge gaps and coordinate retraining initiatives alongside supervisors and senior team members.

Maintain a strong understanding of operational processes and contribute to updating Standard Operating Procedures (SOPs).

Monitor team performance, productivity, attendance, and operational metrics.

Schedule and conduct monthly shadowing sessions to identify coaching opportunities and performance improvements.

Conduct monthly one-on-one meetings with agents, in partnership with the Quality team, to review KPIs, provide feedback, and establish development plans.

Assist agents with operational questions, customer requests, and process-related issues.

Handle customer escalations and resolve complex situations while maintaining high levels of customer satisfaction.





Answer customer calls as required to support service levels.

Prepare reports and ensure all operational reporting is completed accurately and on time.

Participate in talent management and performance review meetings, identifying team strengths, challenges, and development opportunities.

Communicate employee-related matters, including leaves, disabilities, and licensing requirements, to supervisors for appropriate follow-up.

Support multiple operational areas, including Customer Service, Support, Claims, and other assigned functions.

Perform additional duties and projects as assigned by management.

Requirements

1+ year of leadership experience in a BPO or Contact Center environment.

Previous experience leading customer service or operations teams.

English proficiency: B2–C1 (required).

Strong organizational, time management, and decision-making skills.

Excellent problem-solving and critical thinking abilities.

Advanced verbal and written communication skills.

Strong customer service orientation with experience managing escalations.

Proficiency in Microsoft Office, particularly Excel, Outlook, and Microsoft 365.

Experience using communication and collaboration tools such as Microsoft Teams and Zoom.

Experience working with reporting tools such as Power BI is a plus.

Familiarity with Canoe or similar operational systems is preferred.

Ability to manage multiple priorities in a fast-paced, KPI-driven environment.

Strong leadership, coaching, and team development skills.

High level of attention to detail, accuracy, and confidentiality.

Adaptable, adaptable, and committed to continuous improvement.

📌 Team Lead (Barranquilla)
🏢 Lean Solutions Group
📍 Barranquilla