Global Service Delivery Team Lead — Call Center

Future Group; Buenos Aires; Presencial; ARS 1.200.000 - 2.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation package

Global, multicultural environment

Career growth & leadership development

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, 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.

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

Responsabilidades

• 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.

Conocimientos

Team Leadership

People Management

BPO / Call Center

KPI / SLA Management

Spanish & English

Descripción del empleo

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.