We are looking for an experienced Team Leader to join our Consumer & Shopper Engagement (CSE) operations in Monterrey. In this role, you will lead and develop a team of 14–16 advisors, ensuring the delivery of engaging and value‑driven consumer experiences across multiple contact channels.
Key Responsibilities
- Lead, coach, and develop a team of 14–16 advisors.
- Conduct coaching sessions, one‑on‑ones, and team meetings.
- Ensure the team meets or exceeds operational KPIs.
- Use quality insights and data to improve team performance.
- Foster an inclusive and collaborative team environment.
- Promote a continuous improvement mindset.
Qualifications
- People leadership experience, ideally in a contact center or service environment.
- Fluent English with strong communication skills.
- Proven experience leading and coaching frontline teams.
- Strong people management and collaboration skills.
- Familiarity with contact center tools such as Salesforce, Calabrio, TalkDesk, or similar.
Benefits
- Family Care Leave – enhanced paid leave options.
- Insurances – life and disability insurance coverage.
- Wellbeing – access to the Headspace App and wellbeing initiatives.
- Colleague Discount – generous discount from day 1.
- Bonus – reward through the bonus scheme when goals are reached and eligibility met.
EEO Statement
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.
We support our employees in being there for the moments that matter in life and celebrate families of all kinds.
Compliance
Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening as a condition of the offer.
Drug screening is conducted as part of our drug‑free workplace policy.
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📌 Customer Service Team Lead (Monterrey)
🏢 1002 Lego Operac. Mx, Sa De
📍 Monterrey
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