Team Leader - Customer Service
Location: Monterrey, Mexico:
- 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. _
- Within CSE, our mission is to champion our consumers and uphold the LEGO® play promise. As a Team Leader, you will drive team engagement, operational performance, and continuous improvement while embodying our Leadership Playground behaviors: Brave, Curious, and Focused. _
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

_Join us and help bring the LEGO® play promise to life for consumers around the world. _

What’s in it for you?

Here are some of what to expect:
FamilyCareLeave -We offer enhanced paid leave options for those important times.

Insurances -All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing- We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

ColleagueDiscount- We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus- We do our best work to su

📌 Customer Service Team Lead (Monterrey)
🏢 Lego
📍 Monterrey