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Position Summary

As a Team Leader, you will be responsible for overseeing daily operations, coaching and developing team members, and ensuring performance targets are consistently met. You’ll also handle escalations, monitor key processes, and ensure alignment with client expectations.
100% on Site in Bogota

Requirements

• High school diploma or equivalent
• 9 months of Team Leader experience in the BPO industry or leadership positions
• Banking or Financial experience preferred (Disputes/Fraud)
• Strong skills in mentoring, providing feedback, and supporting team development
• English proficiency at B2+/C1 level (written and spoken)
• Willingness to contribute to related projects as needed
• Flexibility to work various shifts, including nights, weekends, and holidays, as required by business needs

Main Duties and Responsibilities

• Supervise and guide the CSR team to meet or exceed goals and key performance indicators (KPIs) through ongoing coaching and guidance.
• Ensure CSRs are informed of product and system updates required to perform their tasks effectively.
• Conduct periodic reviews to support continuous CSR development, addressing areas for improvement and celebrating achievements.
• Deliver training and development sessions to enhance team performance and reinforce key skills.
• Serve as the main point of reference to resolve questions regarding policies and procedures, and manage escalated calls when necessary.
• Prepare reports on CSR KPI performance, dashboards, case analyses, and other performance indicators.
• Evaluate team performance through constant monitoring metrics and ensure compliance with required quality standards.
• Perform administrative tasks related to team management, as assigned.

• Organize and carry out activities designed to strengthen team cohesion and skills.
• Create and implement incentive programs to motivate CSRs, recognizing and rewarding outstanding performance.
• Verify that CSRs comply at all times with the Employee Handbook and other applicable policies.
• Provide one-on-one coaching sessions to CSRs focused on improving skills, performance, and problem resolution.

Key Skills

• Ethical mindset and strong teamwork
• High level of responsibility and integrity
• Excellent communication skills
• Operational excellence and business acumen
• Dynamic and motivational leadership
• Ability to perform well under pressure
• Strong organizational and time management abilities
• Attention to detail