Operations Team Lead, Call Center Performance Coach

Concentrix; Perímetro Urbano Medellín; On-site; COP 42,000,000 - 66,000,000; Full time

Job summary

Concentrix in Medellin, Colombia is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics through coaching, motivation and accountability. You will coach, monitor attendance, identify performance issues, implement action plans, and ensure service levels align with KPIs and contractual expectations.

This role requires an associate degree and 2–4 years of relevant experience, strong communication, and the ability to lead in a fast-paced

Qualifications

• Has an associate degree in a related field.
• Strong coaching and leadership skills for a team.
• Excellent written and verbal communication abilities.
• Ability to manage multiple tasks and meet timelines.

Responsibilities

• Supervise a group of call center associates and monitor attendance per policy.
• Coach direct reports regularly to meet weekly performance metrics.
• Identify performance issues and implement corrective action plans, up to termination.
• Ensure service levels meet KPIs and contractual expectations.
• Provide support during escalated customer calls as needed.

Skills

Coaching

Communication

Multi-tasking

Mentoring

Team leadership

Education

Associate's degree in related field

Job description

Concentrix in Medellin, Colombia is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics through coaching, motivation and accountability. You will coach, monitor attendance, identify performance issues, implement action plans, and ensure service levels align with KPIs and contractual expectations.

This role requires an associate degree and 2–4 years of relevant experience, strong communication, and the ability to lead in a fast-paced