Support Services Group is looking for a highly energetic and collaborative Team Leader. This role will report into the Operations Manager.
Candidate should have Excellent written and verbal communication skills and ability to liaise with client organizations and multiple stakeholders to be successful in this role.
The primary objective of The Call Center Team Leader is to implement policies and procedures to foster an environment of excellence in servicing our customers.
This includes leading and managing a team of Call Center agents, interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs, driving operational excellence and building competencies for delivery.

As a Call Center Team Leader at Support Services Group, this is your opportunity to:
- Be responsible for directly managing a staff of associates
- Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets




- Collaborate with site leadership in creating Call Center reports (production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)
- Collaborate with leadership and quality team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed
- Establish a transparent communication plan with Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues ·
- Ensure setting smart goals for team members and provide regular feedback, appraisal and coaching to ensure performance
- Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables
- Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating

📌 Team Leader (Hermosillo)
🏢 SSG México
📍 Hermosillo