Operations Team Lead - Call Center Coach (Flexible Schedule)

cnx; MEDELLIN; On-site; COP 60,000,000 - 80,000,000; Full time

Job summary

CNX in Medellin seeks a Team Leader, Operations to supervise a group of call center associates and drive performance. You will coach staff, monitor attendance, and ensure adherence to company policies while meeting KPI targets and contractual expectations.

Ideal candidates have 2–4 years of relevant experience, strong communication, and the ability to mentor a team. The role requires a flexible schedule and on-site work at the Medellin location.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated with ability to coach team members to meet performance expectations.
• Strong communication and leadership skills for managing a call center team.

Responsibilities

• Supervise a group of call center associates on a day-to-day basis, including work and attendance monitoring.
• Coach direct reports on performance to ensure metrics are met weekly.
• Identify performance issues, develop action plans, and implement corrective actions up to termination.
• Ensure service levels align with KPIs and contract expectations.
• Communicate expectations and provide timely updates to the team.

Skills

Coaching

Team leadership

Communication

Multitasking

Mentoring

Attendance monitoring

Education

Associate's degree

Job description

CNX in Medellin seeks a Team Leader, Operations to supervise a group of call center associates and drive performance. You will coach staff, monitor attendance, and ensure adherence to company policies while meeting KPI targets and contractual expectations.

Ideal candidates have 2–4 years of relevant experience, strong communication, and the ability to mentor a team. The role requires a flexible schedule and on-site work at the Medellin location.