Operations Team Lead, Call Center Coach & KPI Driver (Flexible Schedule)

Concentrix; Ciudad de México; On-site; MXN 420,000 - 600,000; Full time

Job summary

Concentrix in Mexico City Downtown is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPI targets are met through motivation and accountability.

You will monitor attendance, provide escalation support, lead team meetings, organize activities, and mentor staff while upholding company policies and values. This role requires strong leadership and excellent communication skills for continuous performance improvement.

Qualifications

• Associate's degree with 2–4 years of relevant experience preferred.
• Strong coaching and people leadership skills to develop performance.
• Ability to work under pressure and meet timelines.
• Excellent written and verbal communication skills.
• Proven ability to mentor and guide a team to achieve targets.

Responsibilities

• Supervise a group of call center associates in day-to-day operations.
• Coach direct reports regularly to meet performance metrics.
• Identify performance gaps and create action plans for improvement, up to termination if needed.
• Ensure service levels and KPIs align with contractual and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME support.
• Lead team meetings and organize team activities.
• Stay updated on internal processes, policies and procedures.
• Participate in manager development training and promote company values.

Skills

Coaching

Team leadership

Communication

Multitasking

Prioritization

Education

Associate's degree

Job description

Concentrix in Mexico City Downtown is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPI targets are met through motivation and accountability.

You will monitor attendance, provide escalation support, lead team meetings, organize activities, and mentor staff while upholding company policies and values. This role requires strong leadership and excellent communication skills for continuous performance improvement.