Team Lead - Frontline Ops & Customer Experience

Sutherland; Bogotá; Presencial; COP 33.480.000 - 66.960.000; Jornada completa

Descripción de la vacante

Sutherland is seeking a Team Lead to guide frontline teams, deliver exceptional customer experiences, and drive performance improvements. You will coach employees, conduct performance reviews, and support daily operations to meet service levels and quality standards.

Fluency in Spanish is required to succeed in this role. As a key bridge between frontline staff and management, you will champion a customer-centric culture, monitor KPIs, and collaborate with cross-functional teams to resolve

Formación

• Minimum 1-3 years in a Team Lead or similar leadership role.
• Experience in contact centers, customer service, or operations environments.
• Experience coaching, developing, and monitoring performance metrics.
• Fluent in Spanish; strong communication and people skills.

Responsabilidades

• Lead frontline teams to meet targets and customer service goals.
• Provide coaching, performance reviews, and development plans.
• Oversee daily operations, staffing, adherence, and quality expectations.
• Monitor KPIs, produce leadership reports, and drive improvement actions.
• Support escalation handling and customer experience initiatives.

Conocimientos

Team leadership

Coaching & development

Performance management

Customer service

Educación

High School Diploma or equivalent

Associate's or Bachelor's preferred

Herramientas

Contact center software

CRM systems

Descripción del empleo

Sutherland is seeking a Team Lead to guide frontline teams, deliver exceptional customer experiences, and drive performance improvements. You will coach employees, conduct performance reviews, and support daily operations to meet service levels and quality standards.

Fluency in Spanish is required to succeed in this role. As a key bridge between frontline staff and management, you will champion a customer-centric culture, monitor KPIs, and collaborate with cross-functional teams to resolve