Operations Team Lead — Call Center Performance & Coaching

Concentrix; Bogotá; Presencial; COP 39.060.000 - 66.960.000; Jornada completa

Descripción de la vacante

Concentrix in Bogotá seeks an experienced Team Leader, Operations to supervise a group of call center associates and drive performance. You will coach teams, ensure attendance, and uphold KPIs while delivering timely feedback and escalation handling.

The role requires strong communication, the ability to manage multiple tasks, and a flexible schedule to support operations and policy updates.

Formación

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Strong coaching and team development abilities.
• Ability to work under pressure and meet deadlines.
• Excellent written and verbal communication.
• Willingness to work a flexible schedule.

Responsabilidades

• Supervise a group of call center associates daily and monitor attendance.
• Coach direct reports weekly to meet KPIs.
• Identify performance issues and implement corrective actions.
• Ensure service meets KPIs and financial targets.
• Deliver team meetings and communicate expectations.
• Provide subject matter expertise on escalated calls.
• Keep up with policies and participate in manager development training.
• Promote company values and advocate for team members.

Conocimientos

Coaching

Team leadership

Communication skills

Multi-tasking

Mentoring

Educación

Associate's degree in related field

2–4 years relevant experience

Descripción del empleo

Concentrix in Bogotá seeks an experienced Team Leader, Operations to supervise a group of call center associates and drive performance. You will coach teams, ensure attendance, and uphold KPIs while delivering timely feedback and escalation handling.

The role requires strong communication, the ability to manage multiple tasks, and a flexible schedule to support operations and policy updates.