Team Lead - Customer Experience & Operations

Sutherland Global; Bogotá; Presencial; COP 6.696.000 - 11.160.000; Jornada completa

Descripción de la vacante

Sutherland Global in Bogotá is seeking a Team Lead to guide frontline teams toward achieving service targets and delivering exceptional customer experiences. The role emphasizes coaching, performance management, and employee development to align with quality standards and productivity goals.

The Team Lead will drive engagement, support recruitment and onboarding, and ensure compliance with internal policies while fostering a customer‑centric culture across operations.

Formación

• Minimum 1–3 years in a Team Lead, Supervisor, or similar leadership role.
• Prior contact center, customer service, or operations experience is preferred.
• Experience managing performance, quality, productivity, and customer satisfaction metrics.
• Experience coaching and developing employees to reach goals.

Responsabilidades

• Lead, motivate, and develop frontline employees to meet service and performance targets.
• Provide day‑to‑day coaching, feedback, and performance reviews.
• Monitor KPIs, coach improvements, and report results to leadership.
• Ensure service levels, attendance, and quality standards are achieved.
• Handle escalations and promote a customer‑centric culture.
• Collaborate with Workforce Management and Operations teams on staffing.

Conocimientos

Team Leadership

Coaching & Development

Performance Management

Customer Service Excellence

Employee Engagement

Educación

High School Diploma

Bachelor's Degree preferred

Descripción del empleo

Sutherland Global in Bogotá is seeking a Team Lead to guide frontline teams toward achieving service targets and delivering exceptional customer experiences. The role emphasizes coaching, performance management, and employee development to align with quality standards and productivity goals.

The Team Lead will drive engagement, support recruitment and onboarding, and ensure compliance with internal policies while fostering a customer‑centric culture across operations.