Position Summary
We are seeking a proactive and detail-oriented Team Lead to oversee daily team operations. The adecuado 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 communication
- Sales or e‑

📌 Team Lead (Bogotá, D.C.)
🏢 Horatio
📍 Bogotá, D.C.