Bilingual Team Lead Operations - Zona Polanco

First Advantage Global operating Centre; Ciudad de México; On-site; MXN 420,000 - 660,000; Full time

Job summary

First Advantage is seeking a Bilingual Team Lead in Mexico City to manage a team of analysts on-site. The role focuses on people management, performance targets, and process improvements across on-site, hybrid, and remote work models.

Requirements include 2–3 years of leadership experience, fluent English and native or fluent Spanish. Knowledge of Excel and CRM/PM tools is preferred. The position is full-time and based at the Mexico City office (Polanco).

Qualifications

• Minimum 2–3 years leading and supervising teams in operations, customer service, BPO or shared services.
• Hybrid or remote team experience with digital collaboration tools.
• Fluent English and native or fluent Spanish required.
• Portuguese desirable but not required.
• Proficient in MS Office and data tracking in Excel; familiarity with CRM/PM tools.

Responsibilities

• Lead and develop a team of analysts; manage schedules, coaching, and performance reviews.
• Monitor productivity, quality targets, and KPIs; balance workloads and staffing needs.
• Drive process improvements to reduce Turnaround Time and improve efficiency.
• Provide training to unit members for success in their roles.

Skills

People Management

Hybrid Leadership

KPI & Metrics

English (Fluent)

Spanish (Native)

Portuguese (Desirable)

Tools

Microsoft Office

Excel

CRM tools

Project Management tools

Job description

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

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission‑critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

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.

• Individual must be Bilingual in Spanish & English (verbal and written)
• Location: Position based in our Mexico City office (Polanco, CDMX)

Responsibilities:

Role includes the management of unit direct reports (with guidance and oversight from Supervisor, Operations) including approving time records, performance management, team member development, providing 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 that 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.
• Some experience compiling and analyzing business data Working knowledge of MS Office Suite, most notably Excel (high) and Power Point (moderate)
• Attention to detail.
• Observable decision-making skills.
• Results-driven and reliable.
• Willingness to serve as a unit mentor and passion for customer service: Desire to work on baseline supervisory skills.
• Adaptable/flexible; able to manage competing demands and changing priorities in a fast‑paced environment; able to perform multiple tasks simultaneously, accept and handle regular interruptions and manage/meet tight deadlines.

Physical Requirements & Work Environment:

This role is largely sedentary in nature. The role requires the ability to lift and/or carry equipment and files up to 20 pounds, walk, bend, or stand as needed. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, digital phones, smart cameras, webcams,photocopiers, scanners, calculators, filing cabinets, and fax machines

The above statements are intended to describe the general nature and level of work that is done by most of the people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and requirements.

Why First Advantage is Your Next Big Career Move

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are 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, genetic information, or any other area protected by applicable law.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are 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, genetic information, or any other area protected by applicable law.