Bilingual Team Lead Operations - Zona Polanco

Firstadvantageindia; Americas; Presencial; MXN 1.044.022 - 1.392.030; Jornada completa

Descripción de la vacante

Firstadvantageindia is looking for a bilingual Team Lead in Mexico City to manage a team of analysts. This full-time, on-site position involves performance management, operational oversight, and process improvement. Ideal candidates will have at least 2-3 years in leadership roles, with fluency in English and Spanish, and proficiency in Microsoft Office, particularly Excel. This role emphasizes team development and metric-driven results in a hybrid working environment.

Formación

• Minimum 2-3 years of experience in leading and supervising teams.
• Fluency in English (C1) and Spanish; Portuguese is a plus.
• Advanced proficiency in Microsoft Excel for data tracking.

Responsabilidades

• Manage direct reports and oversee performance management.
• Set clear goals and monitor team productivity metrics.
• Conduct coaching sessions and performance reviews.

Conocimientos

People Management

Metric-Driven Mindset

Adaptability

Operational Discipline

Engagement

Critical Thinking

Accountability

Herramientas

Microsoft Office

CRM Tools

Project Management Tools

Descripción del empleo

Position

We are seeking a bilingual Team Lead in Mexico. This is an on-site work position, and the individual will be required to report to our Mexico City office.

What You’ll Do

The Operations Team Lead is responsible for the performance, productivity, and professional development of a team of analysts. The primary focus is on people management and process efficiency. This leader ensures the team meets volume and quality targets as well as general KPIs while maintaining a high-performance culture across on-site, hybrid, and remote work models.

Responsibilities

• Management of unit direct reports (with guidance from Supervisor, Operations) including approving time records, performance management, team member development, coaching and feedback, training, and resolving complaints/issues. Number of direct reports generally includes 3 to 12 team members.
• Performance Management & Operational Oversight: Set clear daily, weekly, and monthly goals. Monitor productivity metrics to ensure the team hits target volumes without compromising quality. Manage the floor and digital workspaces. Balance workloads among analysts to prevent bottlenecks in the verification process.
• Team Development & Hybrid Leadership: Conduct 1-on-1 coaching sessions, performance reviews, and career development planning. Bridge the gap between on-site and remote employees, ensuring consistent communication, engagement, and accountability for all team members regardless of location.
• Process Improvement: Identify inefficiencies in the team’s workflow and implement strategies to streamline operations and reduce Turnaround Time (TAT).
• Training: Provide training programs to ensure unit members are properly trained for success in their specific roles.

Requirements

Leadership & Experience

• People Management: Minimum 2-3 years of experience directly leading and supervising teams. Experience in operations, customer service, BPO, or shared services is highly valued.
• Multi-Modality Management: Proven ability to lead teams in a hybrid or remote setup, utilizing digital collaboration tools to maintain productivity.
• Metric-Driven Mindset: Strong experience working with KPIs, SLAs, and data-driven performance reporting.

Language & Communication

• English: Fluent (C1). Professional proficiency for client interaction and internal reporting.
• Spanish: Native or fluent.
• Portuguese: Desirable, but not required.

Technical Skills

• Software: Advanced proficiency in Microsoft Office (specifically Excel for data tracking) and experience with CRM or Project Management tools.
• Adaptability: Ability to quickly learn the specific regulations and technicalities of the background screening industry.

Core Competencies

• Operational Discipline
• Engagement
• Critical Thinking
• Accountability

Working Conditions

• Location: 100% on-site (Mexico City).
• Position Type: Full-time.
• Experience with MS Office, especially Excel (high proficiency) and PowerPoint (moderate).
• Attention to detail.
• Decision-making skills.
• Results-driven and reliable.
• Mentorship and passion for customer service: desire to work on baseline supervisory skills.
• Adaptable and able to manage competing demands in a fast-paced environment; able to perform multiple tasks and meet tight deadlines.

Physical Requirements & Work Environment

This role is largely sedentary. The role may require lifting and/or carrying equipment and files up to 20 pounds, and occasional walking, bending, or standing. The role operates in a professional office environment with standard office equipment.

Equal Employment Opportunity

First Advantage is an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other area protected by applicable law.