Position SummaryWe 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.ResponsibilitiesLead, inspire, and support a team of CX AssociatesTrack team performance, execute targeted improvement plans, and oversee key service metrics to guarantee SLA complianceDeliver high‑quality support across diverse channels while effectively resolving complex escalationsFacilitate staff training sessions and complete regular performance reviewsPartner with QA, training, operations, and other departments to drive consistent workflows and deliver seamless customer experiencesPinpoint operational inefficiencies and propose strategic solutions to optimize service standardsEngage in client meetings, operational audits,



and performance reporting as neededRequired Skills/AbilitiesNear‑native fluency in written English (required)Exceptional communication, interpersonal, coaching, and conflict resolution abilitiesStrong dedication to work ethic and a knack for inspiring high performance in team membersComprehensive grasp of customer service standards and core principlesExpertise in managing customer support tools, CRM systems, and cloud telephony platformsAdvanced proficiency with Google Sheets and Microsoft ExcelProactive approach to risk management and early detection of potential employee concernsProven capability to thrive in fast‑paced, time‑sensitive settingsEducation and ExperienceProven team leadership and development experience (3+ years in a supervisory role)Experience managing multi‑channel communicationSales or e‑commerce experience (plus)Senior college student or bachelor's degree in a relevant field.On‑site role in Bogota.#J-18808-Ljbffr

📌 Team Lead / Supervisor (Cundinamarca)
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📍 Cundinamarca