Position
We are seeking a bilingual Team Lead in Mexico. This is an on-site work position, and the individual will be required to report to our Mexico City office.
What You’ll Do
The Operations Team Lead is responsible for the performance, productivity, and professional development of a team of analysts. The primary focus is on people management and process efficiency. This leader ensures the team meets volume and quality targets as well as general KPIs while maintaining a high-performance culture across on-site, hybrid, and remote work models.
Responsibilities
- Management of unit direct reports (with guidance from Supervisor, Operations) including approving time records, performance management, team member development, coaching and feedback, training, and resolving complaints/issues. Number of direct reports generally includes 3 to 12 team members.
- Performance Management & Operational Oversight: Set clear daily, weekly, and monthly goals. Monitor productivity metrics to ensure the team hits target volumes without compromising quality. Manage the floor and digital workspaces.



Balance workloads among analysts to prevent bottlenecks in the verification process.
- Team Development & Hybrid Leadership: Conduct 1-on-1 coaching sessions, performance reviews, and career development planning. Bridge the gap between on-site and remote employees, ensuring consistent communication, engagement, and accountability for all team members regardless of location.
- Process Improvement: Identify inefficiencies in the team’s workflow and implement strategies to streamline operations and reduce Turnaround Time (TAT).
- Training: Provide training programs to ensure unit members are properly trained for success in their specific roles.

Requirements
Leadership & Experience
- People Management: Minimum 2-3 years of experience directly leading and supervising teams. Experience in operations, customer service, BPO, or shared services is highly valued.
- Multi-Modality Management: Proven a

📌 Bilingual Team Lead Operations (Toluca de Lerdo)
🏢 Firstadvantageindia
📍 Toluca de Lerdo