**Customer Service Team Lead - Call Center**
**Location**: On-site.
**Address**:Blvrd Gral Rodolfo Sánchez Taboada ****, Zona Urbana Rio Tijuana, ***** Tijuana, B.C.
**Position Objective**
**Key Responsibilities**
- Handle escalation calls according to the assigned line of business.
- Support the onboarding and training process of new hires.
- Resolve operational questions and concerns raised by telephone agents.
- Monitor and audit calls from new hires to identify training gaps or opportunities for improvement.
- Provide support to the Operations Supervisor during team meetings and training sessions.
- Identify, analyze, and report trends and areas of opportunity within Operations.
- Serve as backup support and execute action plans aimed at operational improvement.
**Required Skills**:
**Leadership & Coaching**
- Strong team management and performance coaching skills
- Ability to improve agent performance in customer service and compliance
**Customer Service Expertise**
- Deep understanding of call handling, de-escalation, and service excellence
- Ability to coach agents on financial product inquiries and support




**Qualifications**
- High school diploma or equivalent (preferred)
- 1-2+ call center experience in **customer service**:
- 1+ year experience in a leadership role.
- Strong organizational skills.
- Effective people management and communication skills.
- English level: B2 (Intermediate)
- Schedule: Availability required
**What We Offer**
- **Growth**: A great work environment that fosters professional development.
- **Wellness**: On-site clinic access.
- **Security**: Law benefits from day one **(IMSS, Infonavit, Fonacot, Caja de Ahorro).
**
- All qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role.
We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law._
Sueldo: $1.00 - $2.00 la hora
Incentivos:
- Caja de ahorro
- Descuento de empleados
- Programa de referidos
Lugar de trabajo: Empleo presencial

📌 Team Lead - Call Center (Baja California)
🏢 Redial Bpo
📍 Baja California