Call Center Team Lead -

Future Group; Buenos Aires; Presencial; ARS 900.000 - 1.350.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation package

Global exposure

Leadership development opportunities

Performance‑driven culture

Descripción de la vacante

Future Group in Buenos Aires, Argentina is seeking a Service Delivery Team Lead to oversee day-to-day operations, manage team performance, and ensure service quality meets client expectations in a fast-paced global environment.

You will bridge operations, clients, and internal teams, driving efficiency, engagement, and continuous improvement while leading a high-performing team and meeting KPIs.

Formación

• Minimum 1 year of experience as a Team Lead in a Call Center or Contact Center (MANDATORY).
• Proven experience in BPO, customer support, or operations environments.
• Strong leadership and people management skills.
• Excellent communication in Spanish and English (Spanish native, English full professional).
• Experience managing KPIs, SLAs, and performance metrics.

Responsabilidades

• Lead and manage a team to achieve operational targets and KPIs.
• Monitor performance, ensuring productivity, quality, and SLA adherence.
• Provide coaching and development plans for team members.
• Handle escalations and ensure timely resolution of issues.
• Collaborate with stakeholders and clients to maintain service excellence.
• Drive process improvements and operational efficiency initiatives.

Conocimientos

Team leadership

Call center experience

BPO operations

Spanish proficiency

English proficiency

KPI & SLA management

Coaching & development

Descripción del empleo

Service Delivery Team Lead (TL) – Buenos Aires, Argentina

Are you an experienced leader with a passion for driving operational excellence and leading high‑performing teams?

Join our growing team in Buenos Aires, Argentina, where you will play a key role in managing service delivery operations, ensuring quality performance, and supporting business success in a dynamic, global environment.

Lead Operations in a Global Environment

As a Service Delivery Team Lead, you will be responsible for overseeing day‑to‑day operations, managing team performance, and ensuring service quality meets client expectations. You will act as the bridge between operations, clients, and internal stakeholders, driving efficiency, engagement, and continuous improvement.

Key Responsibilities – Service Delivery TL

• Lead and manage a team to achieve operational targets and KPIs
• Monitor team performance, ensuring productivity, quality, and SLA adherence
• Provide coaching, feedback, and performance development plans for team members
• Handle escalations and ensure timely resolution of operational issues
• Collaborate with internal stakeholders and clients to maintain service excellence
• Analyze performance metrics and identify areas for improvement
• Drive process improvements and operational efficiency initiatives
• Ensure compliance with company policies, procedures, and quality standards
• Support workforce planning, scheduling, and resource allocation
• Foster a positive, high-performance team culture

Essential Skills, Experience & Qualifications

• Minimum 1 year of experience as a Team Lead in a Call Center or Contact Center (MANDATORY)
• Proven experience in BPO, customer support, or operations environments
• Strong leadership and people management skills
• Excellent communication skills in both Spanish and English
• Spanish: Native/Bilingual (C2)
• English: Full Professional / Fluent (C1/C2)
• Experience managing KPIs, SLAs, and performance metrics
• Strong problem‑solving and decision‑making abilities
• Ability to work in a fast‑paced, dynamic environment
• High level of professionalism, accountability, and ownership

What We Offer

• Competitive compensation package
• Opportunity to work in a global, multicultural environment
• Career growth and leadership development opportunities
• Supportive and performance‑driven work culture

Work Conditions

Location: Buenos Aires, Argentina

Work Setup: On‑site

Working Hours: 9:00 AM – 6:00 PM (Argentina time zone)

Days Off: Saturday & Sunday

Employment Type: Full‑Time

Ready to Lead and Make an Impact?

If you meet the required experience and are passionate about leadership and operational excellence, we'd love to hear from you.

Apply now and become part of a team that values performance, accountability, and continuous growth.