Team Leader

Outsourced; Colombia; Presencial; COP 24.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

Outsourced is seeking an Operations Manager to lead a remote team of customer service advisors, driving performance, coaching, and development to achieve KPIs and deliver outstanding customer experiences.

You will foster a high-performing remote culture, monitor metrics, conduct reviews, and collaborate with cross-functional teams to optimize operations and service quality.

Formación

• Proven experience leading teams in a contact center or customer service environment.
• Experience managing remote or hybrid teams is highly desirable.
• Strong leadership, coaching, and development skills.
• Excellent communication and collaboration abilities.

Responsabilidades

• Lead, coach, and develop a remote team of customer service advisors to meet KPIs (Quality, Productivity, CSAT, Compliance).
• Monitor daily performance, provide coaching and feedback; conduct regular performance reviews.
• Schedule workforce and collaborate with Workforce Planning to ensure staffing and adherence.
• Prepare reports on performance, challenges, and customer insights; drive process improvements.
• Act as escalation point for complex issues and promote a collaborative remote culture.

Conocimientos

Leadership

Remote team management

Communication

Coaching

Performance management

Analytical thinking

Customer focus

Herramientas

CRM platforms

Reporting dashboards

Collaboration tools

Telephony tools

Descripción del empleo

Operations Manager

Reports To: Operations Manager

Role Overview

The Team Leader is responsible for leading, coaching, and developing a virtual team of customer service advisors to deliver outstanding customer experiences and achieve operational performance targets.

This role requires excellent communication, strong leadership capabilities, and the ability to motivate and manage remote teams effectively. The Team Leader will foster engagement, drive productivity, ensure operational excellence, and contribute to a high-performing and collaborative work environment.

Key Responsibilities Team Leadership & Performance Management

• Lead, support, and manage a remote team of customer service advisors to achieve key performance indicators (KPIs), including:
  • Quality
  • Productivity
  • Customer Satisfaction
  • Compliance
• Monitor daily performance metrics and provide regular coaching and feedback.
• Conduct team meetings, one-to-one sessions, and performance reviews.
• Identify performance gaps and implement targeted improvement plans.
• Ensure adherence to operational processes, procedures, and service standards.

Communication & Team Engagement

• Maintain clear and consistent communication through digital collaboration tools.
• Promote team engagement through recognition initiatives, virtual activities, and regular check-ins.
• Foster an inclusive, collaborative, and supportive remote culture.
• Act as the primary escalation point for complex customer issues, providing guidance to advisors.

Operational Management

• Oversee workforce scheduling and real-time team management.
• Collaborate with Workforce Planning to ensure appropriate staffing levels and schedule adherence.
• Prepare and communicate reports on team performance, operational challenges, and customer insights.
• Support continuous improvement initiatives and process optimization.

Coaching & Development

• Deliver structured coaching sessions focused on performance improvement and skill development.
• Identify training needs and collaborate with Quality and Training teams to implement learning solutions.
• Encourage continuous learning, professional development, and a growth mindset within the team.

Problem Solving & Decision Making

• Analyze operational trends, customer feedback, and performance data to drive informed decisions.
• Resolve complex customer and operational issues in a timely and professional manner.
• Demonstrate sound judgment, knowing when to resolve issues independently and when escalation is required.

Required Skills & Competencies Leadership & People Management

• Proven experience leading teams in a customer service or contact center environment.
• Experience managing remote or hybrid teams is highly desirable.
• Ability to motivate, coach, and develop team members.
• Experience managing performance, providing constructive feedback, and resolving conflicts.

Communication

• Excellent verbal and written communication skills.
• Ability to communicate with clarity, empathy, and confidence across virtual channels.
• Skilled at adapting communication to different audiences.

Remote Team Management

• High level of digital literacy and proficiency with collaboration platforms, CRM systems, telephony tools, and reporting dashboards.
• Strong organizational and time management skills.
• Ability to maintain engagement and visibility within a distributed workforce.
• Self-motivated and able to work independently with minimal supervision.

Customer Focus

• Strong commitment to delivering exceptional customer experiences.
• Solid understanding of customer service principles, contact center operations, and quality standards.

Analytical & Problem Solving

• Ability to interpret performance metrics and translate insights into action plans.
• Strong decision-making, prioritization, and adaptability skills.

Personal Attributes

• Approachable and supportive leadership style.
• Positive, resilient, and adaptable under pressure.
• Proactive, growth-oriented, and focused on continuous improvement.
• Collaborative team player with the ability to work independently.

Qualifications & Experience

• Previous experience as a Team Leader, Supervisor, or Senior Advisor within a contact center or customer service environment.
• Experience supporting remote or hybrid operations is preferred.
• Strong understanding of contact center KPIs, quality frameworks, and performance management.
• Proficiency with customer service software, CRM platforms, collaboration tools, and reporting systems.