Team Lead - Customer Experience (Spanish)

Sutherland Global; Bogotá ciudad; Híbrido; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Sutherland Global in Bogotá is seeking a Team Lead to guide frontline teams, achieve operational targets, deliver exceptional customer experiences, and foster employee development. This role acts as the bridge between operations and management, ensuring alignment with customer-first standards and productivity goals.

You will provide day-to-day leadership, coaching, and performance management while supporting workforce planning, employee engagement, and continuous improvement initiatives.

Formación

• Minimum 1-3 years of experience in a Team Lead or similar leadership role.
• Experience in a contact center, customer service, technical support, or operations environment.
• Experience managing performance, quality, productivity, and customer satisfaction metrics.
• Fluent Spanish required; English proficiency preferred.

Responsabilidades

• Lead, motivate, and develop frontline employees to achieve service and operational goals.
• Coaching sessions, performance reviews, and growth plans.
• Oversee daily operations to meet service levels, attendance, and quality.
• Monitor KPIs and prepare performance reports for leadership.
• Handle escalations and ensure high-quality customer interactions.
• Drive continuous improvement and cross-functional collaboration.

Conocimientos

Leadership

Coaching

Performance management

Customer service

Team leadership

Educación

High School Diploma or equivalent

Associate's Degree or Bachelor's Degree preferred

Descripción del empleo

Sutherland Global in Bogotá is seeking a Team Lead to guide frontline teams, achieve operational targets, deliver exceptional customer experiences, and foster employee development. This role acts as the bridge between operations and management, ensuring alignment with customer-first standards and productivity goals.

You will provide day-to-day leadership, coaching, and performance management while supporting workforce planning, employee engagement, and continuous improvement initiatives.