Team Lead

hace 2 semanas

Medellín, Antioquia, Colombia SuperStaff A tiempo completo

We are seeking a dynamic and experienced Operations Team Leader to manage and inspire our high-performance teams. This critical role oversees all operational functions including Dispatch Support (email), Customer Service (phone), and other vital business lines.

Your mission is to drive operational excellence by coaching your team, optimizing workflows, and ensuring all performance targets (SLAs and KPIs) are not just met, but exceeded. If you are a natural leader with a passion for data, process improvement, and developing talent in a fast-paced, multichannel environment, we want to hear from you.

Key Responsibilities:

  • Lead & Coach: Manage, coach, and develop a team of agents handling phone (customer service) and email (dispatch) support.
  • Drive Performance: Ensure your team meets all SLAs and KPIs for service quality, response times, and customer satisfaction.
  • Manage Operations: Oversee daily dispatch and customer service operations, handling escalations and resolving issues.
  • Analyze & Report: Track team metrics, analyze performance data, and report on operational health.
Requirements
  • 2-3+ years of experience in a supervisory or team leader role, preferably within a BPO, call center, or shared services environment.
  • Experience managing both customer service (phone) and support (email/dispatch) teams.
  • Strong understanding of operational metrics (KPIs/SLAs).
  • Excellent coaching and performance management skills.
  • High proficiency in English.
Benefits
  • Stable Contract: A full-time, permanent position (Contrato a término indefinido) with all Colombian legal benefits (prestaciones de ley).
  • Hybrid Work Model: Enjoy a mix of in-office collaboration and remote flexibility. Our model is 3 days on-site and 2 days work-from-home.
  • Competitive Compensation: A monthly base salary of 4,000,000 COP.
  • Performance Bonus: A monthly performance and KPI bonus of up to 500,000 COP (available after the trial period).
  • Stable Schedule: Full-time, Monday to Friday on a stable day shift.
  • Career Growth: A clear path for professional development in a growing company.
  • Supportive Culture: A collaborative environment where your voice is heard and your impact is valued.

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