**Location: Guadalajara**
**Job Type: Full Time**
We're looking for a Senior Team Lead at Frontier GDL to support agents on Performance Improvement Plans (PIP) or identified as bottom performers.
This role focuses on improving KPIs, providing consistent coaching, and driving performance.
Strong leadership and accountability are essential, as the Senior TL will also serve as a bridge between agents and upper management, helping to build a positive and high-performing team culture.
**Key Responsibilities**:
- Actively support agents on PIPs and those identified as bottom performers to improve performance through coaching, feedback, and follow-up.
- Monitor, track, and analyze individual and team KPIs, ensuring metrics are on target or trending positively.
- Conduct regular coaching sessions, performance reviews, and improvement plans with a clear focus on accountability and development.
- Identify root causes of underperformance and implement tailored action plans to address them.
- Work collaboratively with management and other team leads to ensure alignment with company goals.
- Serve as a role model in terms of professionalism, work ethic, and team culture.
- Assist in the onboarding and mentorship of new team members.
- Propose and implement new ideas or process improvements to optimize team performance and engagement.
- Help manage daily operations, task delegation, and performance expectations.




- Communicate effectively with cross-functional teams to resolve challenges and escalate issues as needed.
**Requirements**:
- Consistently meeting or exceeding all KPI targets for the past 3 fiscal months.
- No unjustified absences in the past 3 months.
- No active disciplinary actions on record.
- Attendance must be on target.
- 6+ Months in current position.
- Open to frontier Team Managers.
**Preferred Skills & Qualifications**:
- Strong analytical and critical thinking skills.
- Proficient in MSO tools and performance tracking systems.
- Excellent interpersonal and communication skills - both written and verbal.
- Ability to manage time effectively, prioritize tasks, and multitask in a dynamic environment.
- High emotional intelligence with the ability to coach underperforming agents with empathy and firmness.
- Proactive and innovative, bringing fresh ideas to drive engagement and results.
- Comfortable with giving and receiving feedback in a professional and constructive manner.
- Strong organizational skills and attention to detail.
**Interviews**:3**rd** to 7**th** of November**
**Interviews**:November 10**th**
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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