Call Center Team Lead -

Future Group; Buenos Aires; On-site; ARS 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive compensation package

Global, multicultural environment

Career growth & leadership development

Performance-driven culture

Job summary

Future Group in Buenos Aires, Argentina, is seeking a Service Delivery Team Lead to oversee day-to-day operations, guide a high-performing team, and ensure service quality across clients in a dynamic, global environment.

The role focuses on coaching, performance management, and continuous improvement within a fast-paced call center setting, with on-site work from 9:00 AM to 6:00 PM local time.

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 Spanish and English (Spanish native/fluent, English full professional).

Responsibilities

• 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.

Skills

Team Leadership

People Management

BPO / Call Center

KPI / SLA Management

Spanish & English

Job description

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.