The Team Lead will oversee a team, ensuring adherence to quality standards, performance metrics, and operational excellence. This role combines leadership, coaching, and operational coordination to deliver exceptional services to clients.

Requirements

- Experience: at least 6 months in a leadership or supervisory role.
- Languages: Fluency in English and at least one additional language (preferred).
- Technical Skills: Proficiency in platforms such as CRM tools and Microsoft Office.
- Soft Skills: Strong leadership, conflict resolution, communication, and organizational abilities.

Responsibilities
Team Leadership & Performance Management

- Lead, mentor, and supervise a team of Patient Schedulers, fostering a supportive and high-performance work environment.
- Monitor interpreter performance through direct observation and tracking tools, providing constructive feedback and coaching.
- Conduct regular performance evaluations, set clear objectives, and implement improvement plans when necessary.

Operational Coordination

- Manage shift assignments and ensure adequate service coverage, prioritizing client needs and peak demand periods.
- Oversee the correct implementation of Standard Operating Procedures (SOPs) and company guidelines.
- Resolve conflicts or incidents during interpretation sessions, ensuring client satisfaction and compliance with service expectations.

Training & Quality Assurance





- Organize and deliver periodic training sessions to keep interpreters updated on processes, terminology, and service standards.
- Conduct quality audits of interpretation calls/sessions, identify improvement areas, and provide actionable recommendations.
- Promote continuous improvement by gathering feedback from clients and interpreters and implementing corrective actions.

Compliance & Documentation

- Ensure compliance with legal, privacy, and confidentiality requirements during all interpretation sessions.
- Maintain team records, including schedules, absences, performance reports, and training documentation.

Communication & Collaboration

- Communicate performance results, policy changes, and key updates to the team effectively.
- Collaborate with cross-functional departments (Operations, HR, Technical Support) to streamline processes and service integration.

Performance Metrics

- Track and analyze team KPIs to ensure alignment with company and client objectives.
- Report on team performance, trends, and improvement initiatives to senior management.

Nice to have

- Certifications: Industry certifications.

Working conditions

- Hybrid Environment (Train onsite - Work from Home)
- Two days off per week.
- Schedules based in US EST/EDT Time and based on account needs.
- Performance bonus available.

Job Type: Full-time

Experience:

- Team Leader: 1 year (Required)
- BPO: 1 year (Required)

Work Location: Hybrid remote in Bogotá, Cundinamarca

📌 Team Leader (Colombia)
🏢 KonnectCX
📍 Colombia