Reports To:
Operations Manager
Role Overview
The Team Leader is responsible for leading, coaching, and developing a virtual team of customer service advisors to deliver outstanding customer experiences and achieve operational performance targets.

This role requires excellent communication, strong leadership capabilities, and the ability to motivate and manage remote teams effectively. The Team Leader will foster engagement, drive productivity, ensure operational excellence, and contribute to a high-performing and collaborative work environment.

Key Responsibilities Team Leadership & Performance Management
- Lead, support, and manage a remote team of customer service advisors to achieve key performance indicators (KPIs), including:
- Quality
- Productivity
- Customer Satisfaction
- Compliance
- Monitor daily performance metrics and provide regular coaching and feedback.
- Conduct team meetings, one-to-one sessions, and performance reviews.
- Identify performance gaps and implement targeted improvement plans.
- Ensure adherence to operational processes, procedures,



and service standards.

Communication & Team Engagement
- Maintain clear and consistent communication through digital collaboration tools.
- Promote team engagement through recognition initiatives, virtual activities, and regular check-ins.
- Foster an inclusive, collaborative, and supportive remote culture.
- Act as the primary escalation point for complex customer issues, providing guidance to advisors.

Operational Management
- Oversee workforce scheduling and real-time team management.
- Collaborate with Workforce Planning to ensure appropriate staffing levels and schedule adherence.
- Prepare and communicate reports on team performance, operational challenges, and customer insights.
- Support continuous improvement initiatives and process optimization.

Coaching & Development
- Deliver structured coaching sessions focused on performance improvement and skill development.
- Identify training needs and

📌 Team Leader (Colombia)
🏢 Outsourced
📍 Colombia