Team Leader, Call Center Operations & Coaching

Concentrix Experts Colombia S.A.S.; Perímetro Urbano Medellín; On-site; COP 40,000,000 - 65,000,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. seeks a Team Leader, Operations to supervise a group of call center associates, ensure KPI achievement, and coach the team to deliver consistent performance.

You will monitor attendance, provide performance feedback, develop action plans, and escalate issues when needed; participate in team meetings and stay updated on policies. This role requires strong communication, multitasking, and leadership under pressure, with a flexible schedule to support operations

Qualifications

• Associate's degree in related field; 2–4 years of experience preferred.
• Proven ability to coach teams to meet performance targets.
• Strong written and verbal communication skills.
• Ability to lead a team under pressure and meet deadlines.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise call center associates daily and monitor attendance per policy.
• Coach direct reports regularly to meet KPIs.
• Identify performance issues and develop corrective action plans.
• Ensure service levels and KPIs meet contractual and financial goals.
• Communicate expectations and provide timely updates to the team.
• Lead team meetings and organize activities.
• Stay current on internal processes and participate in manager training.

Skills

Leadership

Coaching

Communication

Time management

Problem solving

Education

Associate's degree

Job description

Concentrix Experts Colombia S.A.S. seeks a Team Leader, Operations to supervise a group of call center associates, ensure KPI achievement, and coach the team to deliver consistent performance.

You will monitor attendance, provide performance feedback, develop action plans, and escalate issues when needed; participate in team meetings and stay updated on policies. This role requires strong communication, multitasking, and leadership under pressure, with a flexible schedule to support operations