Bilingual Team Leader: Customer Support

Fusion BPO Services Ltd; Medellín; On-site; COP 27,900,000 - 42,408,000; Full time

Job summary

A leading customer service provider is seeking a Team Leader in Medellín, Colombia. This role involves managing a team to ensure high performance in customer support across voice and non-voice channels. Candidates should possess a bachelor's degree and at least 2 years of experience in a similar role. Professional proficiency in both English and Spanish is essential. The position offers a structured environment encouraging leadership and team engagement.

Qualifications

• Minimum of 2 years of experience as a Team Leader in a call center or customer support environment.
• Professional proficiency in English and Spanish.
• Experience managing all channels (voice and non-voice).

Responsibilities

• Lead and supervise a team of customer support associates across voice and non-voice channels.
• Monitor team performance against defined quality, productivity, and attendance metrics.
• Provide regular coaching, feedback, and performance guidance to team members.
• Handle escalations and support agents in resolving complex customer issues.
• Ensure adherence to operational processes, compliance guidelines, and service standards.

Skills

Strong people management and coaching skills

Clear communication and problem-solving ability

KPI understanding and performance management capability

Ability to manage escalations and lead under operational pressure

Education

Bachelor’s degree preferred

Job description

A leading customer service provider is seeking a Team Leader in Medellín, Colombia. This role involves managing a team to ensure high performance in customer support across voice and non-voice channels. Candidates should possess a bachelor's degree and at least 2 years of experience in a similar role. Professional proficiency in both English and Spanish is essential. The position offers a structured environment encouraging leadership and team engagement.