About this role
Position Summary:
We are seeking a proactive and detail-oriented Team Lead to oversee daily team operations. The ideal 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
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Lead, inspire, and support a team of CX Associates.
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Track team performance, execute targeted improvement plans, and oversee key service metrics to guarantee SLA compliance.
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Deliver high-quality support across diverse channels while effectively resolving complex escalations.
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Facilitate staff training sessions and complete regular performance reviews.
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Partner with QA, training, operations, and other departments to drive consistent workflows and deliver seamless customer experiences.
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Pinpoint operational inefficiencies and propose strategic solutions to optimize service standards.
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Engage in client meetings, operational audits, and performance reporting as needed. Required Skills/Abilities:
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Near-native fluency in written English (required).
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Exceptional communication, interpersonal, coaching, and conflict resolution abilities.
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Strong dedication to work ethic and a knack for inspiring high performance in team members.
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Comprehensive grasp of customer service standards and core principles.
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Expertise in managing customer support tools, CRM systems, and cloud telephony platforms.
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Advanced proficiency with Google Sheets and Microsoft Excel.
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Proactive approach to risk management and early detection of potential employee concerns.
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Proven capability to thrive in fast-paced, time-sensitive settings. Education and Experience:
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Proven team leadership and development experience (3+ years in a supervisory role).
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Experience managing multi-channel communication.
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Sales or e-commerce experience (plus).
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Senior college student or bachelor's degree in a relevant field.
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On-site role in Bogota.