Operations Team Lead - Call Center Coaching & KPIs

CNX; Ciudad de México; On-site; MXN 223,000 - 357,000; Full time

Job summary

CNX is seeking a Team Leader, Operations in Mexico City to supervise a group of call center associates and drive performance through coaching and accountability.

You will monitor attendance, coach for improvements, and ensure KPIs and contractual targets are met while maintaining effective communication and escalation handling. This role requires a flexible schedule and strong leadership.

Qualifications

• Associate’s degree or related field preferred.
• 2–4 years of relevant experience preferred.
• Strong coaching and leadership abilities.
• Excellent written and verbal communication skills.
• Ability to lead a team in multitasking and meeting timelines.

Responsibilities

• Supervise daily activities of a group of call center associates.
• Coach team members regularly to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels align with KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed.
• Lead team meetings and organize team activities.
• Stay updated on internal policies and processes.

Skills

Coaching

Team leadership

Communication

Multitasking

Education

Associate’s degree

Job description

CNX is seeking a Team Leader, Operations in Mexico City to supervise a group of call center associates and drive performance through coaching and accountability.

You will monitor attendance, coach for improvements, and ensure KPIs and contractual targets are met while maintaining effective communication and escalation handling. This role requires a flexible schedule and strong leadership.