Role Description This full-time, on-site Call Center Team Leader role is based in Mexico Cicty (across El Caballito) and focuses on overseeing a team of collections agents to meet performance, quality, and customer experience goals. Daily responsibilities include monitoring call queues, coaching and mentoring agents, conducting performance reviews, and providing real-time support for escalated inquiries or complex issues. The Call Center Team Leader analyzes operational metrics, prepares reports, and recommends process improvements to enhance efficiency and service levels. The role also involves coordinating shift schedules, ensuring adherence to policies and regulatory requirements, and collaborating with management and support functions to implement new initiatives and training. This position requires consistent presence on-site to foster team engagement, alignment, and a high-performance culture.
Qualifications
Strong leadership and people management skills, including team coaching, performance evaluation, and motivation.
Experience in call center operations,



including queue management, workforce scheduling, and quality assurance.
Excellent communication and interpersonal skills, with the ability to handle escalations and provide clear feedback.
Analytical and problem-solving abilities to interpret performance data, identify trends, and support process improvements.
Proficiency with call center technologies, CRM systems, and basic office productivity tools.
Demonstrated customer service and collections orientation and commitment to delivering consistent, high-quality experiences.
Ability to work on-site full-time in Mexico and collaborate effectively in a fast-paced, multicultural environment.
Prior experience as a team leader, supervisor, or senior agent in a contact center environment preferred.
Flexibility to work in shifts as required by business needs and familiarity with regulated industry environments (M-S)

📌 Call Center Team Leader (México)
🏢 Firstsource
📍 México