Team Leader – Bilingual Customer Support (WFO, Medellín)

Fusion BPO Services Ltd; Medellín; On-site; COP 27,900,000 - 42,408,000; Full time

Job summary

A leading customer service provider is seeking a Team Leader in Medellín, Colombia. This role involves managing a team to ensure high performance in customer support across voice and non-voice channels. Candidates should possess a bachelor's degree and at least 2 years of experience in a similar role. Professional proficiency in both English and Spanish is essential. The position offers a structured environment encouraging leadership and team engagement.

Qualifications

• Minimum of 2 years of experience as a Team Leader in a call center or customer support environment.
• Professional proficiency in English and Spanish.
• Experience managing all channels (voice and non-voice).

Responsibilities

• Lead and supervise a team of customer support associates across voice and non-voice channels.
• Monitor team performance against defined quality, productivity, and attendance metrics.
• Provide regular coaching, feedback, and performance guidance to team members.
• Handle escalations and support agents in resolving complex customer issues.
• Ensure adherence to operational processes, compliance guidelines, and service standards.
• Maintain accurate reporting on team performance and action plans.

Skills

Strong people management and coaching skills

Clear communication and problem-solving ability

KPI understanding and performance management capability

Ability to manage escalations and lead under operational pressure

Escalation management

Education

Bachelor’s degree preferred

Job description

If you are exploring team leader hiring or call center bilingual jobs in Medellín, Colombia, where leadership, accountability, and people management are at the center of daily operations, this role is built for experienced team leaders ready to lead across channels. Fusion CX is hiring Team Leaders in Medellín to manage frontline customer support teams handling voice and non-voice interactions in both English and Spanish. This opportunity suits professionals who value structure, clear responsibility, and hands‑on leadership within a stable operational environment.

Job Description:

About the Role

As a Team Leader, you will be responsible for managing day‑to‑day team performance across multiple customer support channels. You will coach agents, monitor KPIs, ensure service quality, and act as the primary point of escalation while maintaining operational discipline and team engagement.

Key Responsibilities

• Lead and supervise a team of customer support associates across voice and non‑voice channels
• Monitor team performance against defined quality, productivity, and attendance metrics
• Provide regular coaching, feedback, and performance guidance to team members
• Conduct team huddles and one‑on‑one sessions to reinforce expectations and best practices
• Handle escalations and support agents in resolving complex customer issues
• Ensure adherence to operational processes, compliance guidelines, and service standards
• Coordinate with operations and support teams to address performance gaps or training needs
• Maintain accurate reporting on team performance and action plans

Job Requirements:

Education

• Bachelor’s degree preferred

Experience

• Minimum of 2 years of experience as a Team Leader in a call center or customer support environment

Language Requirements

• Professional proficiency in English and Spanish

Channel Exposure

• Experience managing all channels (voice and non‑voice)

Skills & Competencies

• Strong people management and coaching skills
• Clear communication and problem‑solving ability
• KPI understanding and performance management capability
• Ability to manage escalations and lead under operational pressure

Work Mode

• Work From Office (WFO)
• Location: Medellín, Colombia

Why Join Fusion CX?

Fusion CX offers leadership roles where Team Leaders are trusted to own outcomes, develop people, and maintain operational consistency. For team leaders seeking call center bilingual jobs in Medellín, Colombia that emphasize structured leadership, defined expectations, and long‑term growth, this role provides the opportunity to strengthen leadership capability while working with multilingual teams in a disciplined, professional environment.