Team Lead - Call Center

Company; Tijuana; Presencial; MXN 279.000 - 390.600; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

On-site clinic access

Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro)

Descripción de la vacante

Company is looking for a Customer Service Team Lead for their Tijuana location. You will oversee customer service and loan processing agents, ensuring high-quality service and compliance. Responsibilities include call handling, training new hires, and monitoring performance to support operational improvement.

The ideal candidate should possess leadership experience and skills in customer service. A supportive work environment with growth opportunities and wellness benefits is offered.

Formación

• 1-2+ years in call center customer service experience.
• 1+ year of experience in a leadership role.
• Strong organizational and communication skills.

Responsabilidades

• Oversee a team of customer service and loan processing agents.
• Handle escalation calls and provide support to agents.
• Monitor and audit calls to identify training gaps.

Conocimientos

Team management

Performance coaching

Call handling

Customer service

Educación

High school diploma or equivalent

Descripción del empleo

Customer Service Team Lead – Call Center

Location: On-site.

Position Objective

The Team Lead is responsible for overseeing a team of customer service and loan processing agents handling inquiries, application support, and account servicing. This role ensures high-quality service, compliance, and efficient loan processing aligned with company standards.

Key Responsibilities

• Handle escalation calls according to the assigned line of business.
• Support the onboarding and training process of new hires.
• Resolve operational questions and concerns raised by telephone agents.
• Monitor and audit calls from new hires to identify training gaps or opportunities for improvement.
• Provide support to the Operations Supervisor during team meetings and training sessions.
• Identify, analyze, and report trends and areas of opportunity within Operations.
• Serve as backup support and execute action plans aimed at operational improvement.

Required Skills

Leadership & Coaching

• Strong team management and performance coaching skills
• Ability to improve agent performance in customer service and compliance

Customer Service Expertise

• Deep understanding of call handling, de-escalation, and service excellence
• Ability to coach agents on financial product inquiries and support

Qualifications

• High school diploma or equivalent (preferred)
• 1-2+ call center experience in customer service
• 1+ year experience in a leadership role.
• Strong organizational skills.
• Effective people management and communication skills.
• Schedule: Availability required

What We Offer

• Growth: A great work environment that fosters professional development.
• Wellness: On-site clinic access.
• Security: Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).

All qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law.