Customer Service Team Lead – Call Center

Location: On-site.

Address: Blvrd Gral Rodolfo Sánchez Taboada 9551, Zona Urbana Rio Tijuana, 22010 Tijuana, B.C.

Position Objective

The Team Lead is responsible for overseeing a team of customer service and loan processing agents handling inquiries, application support, and account servicing. This role ensures high-quality service, compliance, and efficient loan processing aligned with company standards.

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

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