Team Leader Fintech BPO

Transcom; Bogotá; Presencial; COP 29.016.000 - 42.408.000; Jornada completa

Descripción de la vacante

Transcom is seeking an on-site Team Leader to drive a high-performing Customer Service team within a fast-paced BPO/FinTech setting in Bogotá. You will coach agents to meet KPIs, align with account goals, and foster a culture of continuous improvement while ensuring compliance with PCI-DSS and company policies.

The role emphasizes leadership, data-driven performance management, and English proficiency to communicate effectively with global stakeholders.

Formación

• Proven experience as a Team Leader or Supervisor in Customer Service/Operations (BPO or FinTech sector preferred).
• Working knowledge of compliance and data security standards (e.g., PCI-DSS).
• Strong leadership, coaching, and analytical problem-solving skills.
• Advanced/Fluent English proficiency (written and spoken).
• Availability to work on-site (Brick & Mortar) on a 42-hour weekly schedule.

Responsabilidades

• Lead, coach, and support a team of Customer Service Representatives to meet and exceed quality, productivity, and knowledge-based KPIs.
• Support the Business Manager in operational tracking, performance reviews, and daily alignment with account goals.
• Maintain high team morale while cultivating a culture of continuous learning and individual competence growth.
• Ensure operational behaviors and results align with compliance standards (including PCI guidelines) and internal policies.
• Monitor daily workflows to maximize queue efficiency and uphold client satisfaction for small business owners.

Conocimientos

Coaching

Leadership

Analytical skills

English proficiency

Descripción del empleo

We are seeking a high-energy, data-driven Team Leader to spearhead our Customer Experience frontline. In this role, you won't just manage a team; you will inspire agents to exceed KPIs and deliver world-class service in a fast-paced BPO environment.

About the Role

We are seeking an experienced and drive-oriented Team Leader to guide, develop, and manage a high-performing team of Customer Service Specialists. In this position, you will foster a supportive environment focused on skill development, quality performance, and operational efficiency while driving excellence for an innovative FinTech platform.

Responsibilities

• Lead, coach, and support a team of Customer Service Representatives to meet and exceed quality, productivity, and knowledge-based KPIs.
• Support the Business Manager in operational tracking, performance reviews, and daily alignment with account goals.
• Maintain high team morale while cultivating a culture of continuous learning and individual competence growth.
• Ensure operational behaviors and results align with compliance standards (including PCI guidelines) and internal policies.
• Monitor daily workflows to maximize queue efficiency and uphold client satisfaction for small business owners.

Qualifications

• Proven experience as a Team Leader or Supervisor in Customer Service/Operations (BPO or FinTech sector preferred).
• Working knowledge of compliance and data security standards (e.g., PCI-DSS).
• Strong leadership, coaching, and analytical problem-solving skills.
• Advanced/Fluent English proficiency (written and spoken).
• Availability to work on-site (Brick & Mortar) on a 42-hour weekly schedule.

Required Skills

• Coaching and mentoring abilities

Preferred Skills

• Experience in a fast-paced BPO environment
• Strong analytical skills

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.