Frontline Team Lead: Customer Experience & Operations

Confidential; Bogotá ciudad; Presencial; COP 60.000.000 - 85.000.000; Jornada completa

Descripción de la vacante

Lenovo, Bogotá, seeks a Team Lead to guide frontline teams in delivering exceptional customer experiences and achieving operational targets. You will connect frontline operations with management to align with quality and productivity goals, ensuring a customer-first approach.

You will coach, conduct performance reviews, and drive development plans while coordinating with Workforce and Operations teams to optimize workforce planning and process improvements.

Formación

• Minimum 1–3 years of experience in a Team Lead, Supervisor, Senior Support, or similar leadership role.
• Experience in contact center, customer service, technical support, or operations environment preferred.
• Experience managing performance, quality, productivity and customer satisfaction metrics.
• Experience coaching and developing employees to achieve performance goals.

Responsabilidades

• Lead, motivate, and develop frontline employees to achieve operational and customer service objectives.
• Provide coaching sessions, performance reviews, and feedback discussions.
• Manage daily operations to ensure service levels, productivity, attendance and quality expectations are met.
• Monitor KPIs and generate performance reports for leadership.
• Support resolution of customer escalations and ensure high-quality customer service and technical support.

Conocimientos

Leadership

People management

Coaching

Customer service

Educación

High School Diploma

Associate's Degree

Bachelor’s Degree preferred

Descripción del empleo

Lenovo, Bogotá, seeks a Team Lead to guide frontline teams in delivering exceptional customer experiences and achieving operational targets. You will connect frontline operations with management to align with quality and productivity goals, ensuring a customer-first approach.

You will coach, conduct performance reviews, and drive development plans while coordinating with Workforce and Operations teams to optimize workforce planning and process improvements.