1 week ago Be among the first 25 applicants Direct message the job poster from Stealth Startup We are a leading tech company specializing in providing exceptional support services. Our commitment to innovation, growth, and delivering outstanding customer experiences sets us apart in the industry. As we expand our operations in Medellín , Colombia, we are looking for a highly skilled Team Leader to join our dynamic team. If you are a results-driven leader with a passion for optimizing operational performance and fostering team success, this could be the perfect opportunity for you. Position Overview: As a Team Leader , you will play a key role in overseeing the daily operations of our contact center in Medellín. You will lead and motivate a team of customer success agents, ensuring they consistently exceed performance targets, deliver exceptional service, and maintain a positive and productive work environment. This role is ideal for someone with at least 1 year of leadership experience in a BPO environment , who thrives in fast-paced settings and is committed to driving operational excellence. Experience with Tableau is preferred for data analysis and reporting. Key Responsibilities: Team Leadership & Development: Supervise and mentor a team of customer success agents, ensuring they are motivated, engaged, and aligned with company goals. Provide regular feedback and facilitate training and development programs to enhance team performance. Performance Monitoring & Optimization: Regularly track and analyze team performance through key metrics. Implement action plans to address performance gaps and ensure the team meets or exceeds operational targets. Training & Continuous Improvement: Identify areas for improvement through performance reviews and coach agents to develop new skills. Lead and facilitate ongoing training sessions to ensure team members are equipped to excel. Process & Quality Management: Ensure adherence to company policies, procedures, and quality standards. Lead by example to promote best practices that improve operational efficiency and customer satisfaction. Collaboration Across Departments: Work closely with training, quality assurance, and workforce management teams to ensure operational excellence and a seamless customer experience. Data Analysis & Reporting: Analyze operational data and generate reports to assess team performance. Leverage insights (experience with Tableau is a plus) to inform decision-making and implement strategic improvements. Employee Engagement & Motivation: Foster a positive, inclusive, and motivating work environment that encourages teamwork, collaboration, and individual growth. Implement programs to boost morale and employee satisfaction. Qualifications: Experience: A minimum of 1 year in a team lead or supervisory role within the BPO industry, preferably in contact center environments. Sales Experience: Experience in sales or managing sales teams is a big plus, but not required. Leadership Skills: Proven ability to lead, inspire, and develop high-performing teams. Strong interpersonal and communication skills, with the ability to motivate others to achieve excellence. Bilingual Proficiency: Fluent in English and Spanish. Excellent verbal and written communication skills in both languages are essential. Tech-Savvy: Proficient in contact center software, CRM systems, and data analysis tools. Experience with Tableau is preferred to enhance reporting and performance analysis. Analytical Mindset: Strong problem-solving abilities, with the capacity to analyze data and implement strategies for performance improvement. Multitasking & Adaptability: Ability to handle multiple tasks simultaneously while maintaining a high level of accuracy and quality under pressure. Flexibility: Willingness to work in rotational shifts, including holidays as needed to support business operations. Education: A bachelor’s degree in Business Administration, Management, or a related field is preferred but not required. Why Join Us? Career Growth: Be part of an innovative and rapidly growing tech company with endless opportunities for professional development and career advancement. Impact: Lead a team that directly influences the success of our business and the satisfaction of our customers. Dynamic Culture: Join a collaborative and supportive work environment where your contributions are recognized and valued. If you're ready to take on this exciting challenge and become part of a dynamic, forward-thinking company, we would love to hear from you. Apply now to join our team and make a lasting impact on our operations and customer experience. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Administrative and Sales Industries Telephone Call Centers Referrals increase your chances of interviewing at Stealth Startup by 2x We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr