CX Team Lead — Multi-Channel Support & Ops

Hire Horatio CX; Bogotá ciudad; Presencial; COP 89 280 000 - 133 920 000; Tempo integral

Resumo da oferta

Hire Horatio CX is seeking a proactive Team Lead to oversee daily CX operations in Bogota. The role requires 3+ years of supervisory experience in a BPO, with hands-on project management and process-improvement expertise. You will lead CX Associates across calls, emails, chats, tickets, and social channels.

Proficiency in English, CRM tools, cloud telephony, and advanced Excel/Google Sheets is essential. On-site Bogota role with opportunities to optimize service standards and drive performance

Qualificações

• 3+ years of supervisory experience in CX or BPO.
• Experience managing multi-channel communications (calls, emails, chats, tickets, social).
• Sales or e-commerce experience is a plus.
• Senior student or Bachelors degree in a relevant field.

Responsabilidades

• Lead and support a team of CX Associates.
• Track performance, drive improvement plans, ensure SLA compliance.
• Deliver high-quality support across channels and resolve escalations.
• Facilitate staff training and conduct performance reviews.
• Collaborate with QA, training, and operations to ensure smooth workflows.
• Identify inefficiencies and propose strategic improvements.
• Attend client meetings, audits, and performance reporting as needed.

Conhecimentos

English fluency

Communication skills

Coaching

CRM tools

Cloud telephony

Google Sheets

Excel

Leadership

Risk management

Time management

Formação académica

Bachelor's degree

Senior college student

Ferramentas

CRM systems

Cloud telephony

Google Sheets

Excel

Descrição da oferta de emprego

Hire Horatio CX is seeking a proactive Team Lead to oversee daily CX operations in Bogota. The role requires 3+ years of supervisory experience in a BPO, with hands-on project management and process-improvement expertise. You will lead CX Associates across calls, emails, chats, tickets, and social channels.

Proficiency in English, CRM tools, cloud telephony, and advanced Excel/Google Sheets is essential. On-site Bogota role with opportunities to optimize service standards and drive performance