Position Summary:
We are seeking a proactive and detail-oriented Team Lead to oversee daily team operations. The idóneo candidate will demonstrate strong leadership, a commitment to excellent service, and hands-on expertise in project management and process improvement.
Applicants should possess 3+ years of supervisory or team lead experience within the BPO sector, with a proven background managing multi-channel communications—including calls, emails, chats, tickets, and social media.
Responsibilities:
• Lead, inspire, and support a team of CX Associates.
• Track team performance, execute targeted improvement plans, and oversee key service metrics to guarantee SLA compliance.
• Deliver high-quality support across diverse channels while effectively resolving complex escalations.
• Facilitate staff training sessions and complete regular performance reviews.
• Partner with QA, training, operations, and other departments to drive consistent workflows and deliver seamless customer experiences.
• Pinpoint operational inefficiencies and propose strategic solutions to optimize service standards.




• Engage in client meetings, operational audits, and performance reporting as needed.

Required Skills/Abilities:
• Near-native fluency in written English (required).
• Exceptional communication, interpersonal, coaching, and conflict resolution abilities.
• Strong dedication to work ethic and a knack for inspiring high performance in team members.
• Comprehensive grasp of customer service standards and core principles.
• Expertise in managing customer support tools, CRM systems, and cloud telephony platforms.
• Advanced proficiency with Google Sheets and Microsoft Excel.
• Proactive approach to risk management and early detection of potential employee concerns.
• Proven capability to thrive in fast-paced, time-sensitive settings.

Education and Experience:
• Proven team leadership and development experience (3+ years in a supervisory role).
• Experience managing multi-channel communi

📌 Team Lead (Bogotá)
🏢 Hire Horatio CX
📍 Bogotá