Team Leader- Customer Service Call Center
MX-GTO-Leon
Description
What You'll Do

As a Team Leader, you'll be responsible for driving team performance, customer satisfaction, and operational excellence. Your key responsibilities include:

✅ Lead, coach, and inspire a team of Customer Service Representatives to achieve performance and quality goals.

✅ Monitor service levels and operational metrics to ensure consistent delivery of exceptional customer experiences.

✅ Drive schedule adherence and workforce compliance to support business objectives.

✅ Identify opportunities for continuous improvement and implement solutions that enhance efficiency and customer satisfaction.

✅ Provide ongoing coaching and performance feedback through quality reviews, one-on-one meetings, and development plans.

✅ Support employee growth and engagement by ensuring team members have the training, tools, and resources needed to succeed.

✅ Analyze performance trends and KPIs to proactively address challenges and recognize achievements.





✅ Partner with business stakeholders and clients to discuss program performance, process enhancements, and strategic initiatives.

✅ Participate in talent acquisition efforts, interviewing candidates and helping build high-performing teams.

✅ Collaborate with leadership on reporting, business reviews, and operational strategies.
What You Bring to the Role

We're looking for a people-focused leader who is passionate about delivering results and developing talent.

✔️ High School Diploma or GED required.

✔️ Previous supervisory, team lead, or leadership experience.

✔️ Experience in a call center, contact center, or customer service environment.

✔️ Strong understanding of service level management and contact center KPIs.

✔️ Excellent coaching, mentoring, and employee development skills.

✔️ Strong communication and stakeholder management abilities.

✔️ Proven problem-solving and decision-making capabilities.

✔️ Exceptional organizational and time manag

📌 Team Leader- Customer Service Call Center (León)
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📍 León