We are seeking a highly motivated and organized **Team Lead** to oversee a team of
Records Retrieval Specialists in our legal division. This role involves managing team
performance, ensuring productivity targets are met, and providing support and
**Key Responsibilities**:
- Supervise, mentor, and coach a team of Records Retrieval Specialists to meet
- and exceed performance goals.
- Monitor daily call volume, team productivity, and adherence to KPIs.
- Develop and implement strategies to improve team efficiency and call success rates.members, communicate targets efficiently and be the main POC between management and entry frontline people stake holders feedback.
- Provide Management with highlights and lowlights regarding their team
- Facilitate clear and open communication between team members and
- Ensure alignment of team goals with organizational objectives
- Provide ongoing training and support to ensure team members are equipped with the necessary skills and knowledge.
- Handle escalations and provide resolution for complex cases.
- Maintain detailed records of team performance, call metrics, and progress toward goals.
- Conduct regular team meetings to communicate updates, expectations, and
- Collaborate with leadership to refine processes and enhance service quality.




- Ensure compliance with company policies and industry regulations.
- Act as facilitator and trainer for team members in need of upscaling.
**Qualifications and Experience**:
- 1-2+ years of experience in a team lead, supervisory, or management role within a call center, records retrieval, or similar environment.
- 4-5+ years of experience in a call center or BPO environment.
- Strong leadership and coaching skills with a proven ability to motivate a team.
- Excellent communication and problem-solving abilities.
- Experience with call monitoring, performance tracking, and reporting.
- Proficiency in CRM systems, call center software, or records management tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational skills and keen attention to detail.
**Preferred Qualifications**:
- Experience in records retrieval, legal support services, or medical records
- management.
- Familiarity with HIPAA compliance and industry-specific regulations.
- Bilingual (English/Spanish) is a plus.
- Experience as a trainer, facilitator, or upscaler is a big plus.
Pay: $30,000.00 - $35,000.00 per month
**Experience**:
- Team Lead: 1 year (required)
**Language**:
- English (required)
Work Location: In person

📌 Team Lead - Bpo - Call Center (Obispado)
🏢 Amalga Group
📍 Obispado