Team Lead

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

The Team Lead is responsible for leading frontline teams to achieve operational targets, deliver exceptional customer experiences, and foster employee development. This role serves as a critical link between frontline operations and management, ensuring alignment with Lenovo's customer-first philosophy, business objectives, quality standards, and productivity goals.

The Team Lead provides day-to-day leadership, coaching, and performance management while supporting operational excellence, workforce planning, employee engagement, and continuous improvement initiatives.

Key Responsibilities

Leadership & Team Management

• Lead, motivate, and develop frontline employees to achieve operational and customer service objectives.
• Serve as the primary point of contact for employees and provide guidance in the absence of management.
• Foster a positive, high-performance culture focused on accountability, collaboration, and customer satisfaction.
• Drive employee engagement and team-building initiatives.

Coaching & Employee Development

• Conduct regular coaching sessions, performance reviews, and feedback discussions.
• Create and execute individual development plans to enhance employee capabilities.
• Identify skill gaps and coordinate training, cross-training, and upskilling opportunities.
• Mentor team members and support their professional growth.

Operational Management

• Manage daily operations to ensure service levels, productivity, attendance, and quality expectations are achieved.
• Monitor workflow and staffing requirements while partnering with Workforce Management and Operations teams.
• Ensure compliance with Lenovo policies, processes, and operational standards.
• Support recruitment, onboarding, and training activities for new hires.

Performance Management & Reporting

• Monitor and analyze key performance indicators (KPIs), productivity, quality, and customer satisfaction metrics.
• Generate and communicate performance reports to leadership and stakeholders.
• Identify performance trends and implement action plans to improve results.
• Drive accountability and ensure achievement of operational targets.

Customer Experience & Escalation Management

• Support the resolution of customer escalations and complex issues.
• Ensure consistent delivery of high-quality customer service and technical support.
• Provide guidance to team members on customer interactions and issue resolution.
• Promote a customer-centric culture that prioritizes satisfaction and loyalty.
• Participate in process improvement initiatives and operational excellence projects.
• Recommend and implement solutions to improve efficiency, quality, and overall performance.
• Collaborate with cross-functional teams on business and customer support initiatives.
• Support organizational change management activities when required.

Qualifications

Education

• High School Diploma or equivalent required.
• Associate's Degree or Bachelor's Degree preferred.

Experience

• Minimum 1-3 years of experience in a Team Lead, Supervisor, Senior Support, or similar leadership role.
• Previous experience in a 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.