CX Team Lead: Multichannel Support & Process Improvement

Hire Horatio CX; Bogotá ciudad; Vor Ort; COP 78.120.000 - 122.760.000; Vollzeit

Zusammenfassung

Hire Horatio CX is seeking a proactive Team Lead to oversee daily CX operations in Bogota. You will lead a team of CX Associates, manage multi-channel communications, and ensure SLA compliance with a focus on process improvements and coaching.

The role demands 3+ years of supervisory experience in a BPO setting, strong English communication, and collaboration across departments to deliver seamless customer experiences.

Qualifikationen

• 3+ years of supervisory or team lead experience in BPO.
• Experience managing multi-channel communications (calls, emails, chats, tickets, social).
• Sales or e-commerce exposure is a plus.

Aufgaben

• Lead, inspire, and support a CX team of Associates.
• Track performance and implement improvement plans to meet SLA metrics.
• Deliver high-quality support across channels and resolve escalations.
• Conduct staff training and regular performance reviews.
• Collaborate with QA, training, and operations to ensure consistent workflows.
• Identify inefficiencies and propose processes to raise service standards.
• Participate in client meetings, audits, and performance reporting as needed.

Kenntnisse

Team Leadership

English Fluency

Communication

CRM Tools

Google Sheets

Excel

Process Improvement

Coaching

Risk Management

Ausbildung

Bachelor's Degree

Tools

CRM Systems

Google Sheets

Microsoft Excel

Cloud Telephony

Jobbeschreibung

Hire Horatio CX is seeking a proactive Team Lead to oversee daily CX operations in Bogota. You will lead a team of CX Associates, manage multi-channel communications, and ensure SLA compliance with a focus on process improvements and coaching.

The role demands 3+ years of supervisory experience in a BPO setting, strong English communication, and collaboration across departments to deliver seamless customer experiences.