Operations Team Leader: Coach & KPI Expert (Flexible)

Concentrix Experts Colombia S.A.S.; Medellín; On-site; COP 60,000,000 - 90,000,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Medellín is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance to meet KPIs. You will coach, motivate and provide accountability, ensuring delivery of contractual targets and service quality.

The role requires strong leadership, coaching ability, and the capacity to manage multiple priorities in a fast-paced environment. A flexible schedule and experience in customer service are preferred.

Qualifications

• Bachelor or diploma with 2–4 years of relevant experience preferred.
• Proven ability to coach a team to meet weekly metrics.
• Strong written and verbal communication skills.

Responsibilities

• Supervise a group of call center associates on a day-to-day basis.
• Coach direct reports regularly to ensure performance metrics are met.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service delivery meets KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise for escalated calls as needed.
• Lead team meetings and organize team activities.

Skills

Strong communication

Coaching and mentoring

Leadership under pressure

Flexible schedule

Education

Associate's degree or related field

Job description

Concentrix Experts Colombia S.A.S. in Medellín is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance to meet KPIs. You will coach, motivate and provide accountability, ensuring delivery of contractual targets and service quality.

The role requires strong leadership, coaching ability, and the capacity to manage multiple priorities in a fast-paced environment. A flexible schedule and experience in customer service are preferred.