Team Lead (Supervisor)

IntouchCX; Bogotá; Presencial; COP 39.060.000 - 78.120.000; Jornada completa

Descripción de la vacante

IntouchCX is seeking a Team Lead (Supervisor) to oversee Customer Service Representatives and ensure quality service with every interaction. You will learn and maintain knowledge of our partners' brands, products, promotions and processes, while promoting professional and personal development through performance evaluations and training.

You will coach, monitor KPIs, manage schedules, resolve issues, and collaborate across HR and IT to support partner success and drive continuous improvement.

Formación

• Minimum 1–2 years in a contact center or customer service role, with supervisory experience.
• Strong communication and organizational skills; able to handle escalations.
• Ability to type efficiently and work with basic spreadsheets.
• Willingness to work varied shifts including evenings and holidays.
• Focus on coaching, development, and team engagement.

Responsabilidades

• Manage and supervise CSRs.
• Ensure proficient training, professional development and employee engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports to measure production levels and identify root causes.
• Use critical thinking to develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Develop incentive programs to motivate CSRs to achieve outcomes.
• Coordinate staffing changes with Operations Support/Workforce Management.
• Collaborate with HR and IT to resolve issues.
• Gain expert knowledge on partner products and promotions.
• Demonstrate a positive work ethic and uphold company values.
• Act as a role model and exemplify our 10 Things (cultural values).

Conocimientos

Team leadership

Coaching & mentoring

Performance management

KPI tracking

Data analysis

Problem solving

Time management

Educación

High school diploma or equivalent

Post-secondary education in Business

Herramientas

Google Suite

Descripción del empleo

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We're changing the way people think about customer care, and we need your help!

We're looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners' brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead (Supervisor), You Will…

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (Supervisor), You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays