About IntouchCX

IntouchCX is a general leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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 (Supervisor) 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 (Supervisor), 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

📌 Team Lead (Bogotá)
🏢 IntouchCX
📍 Bogotá