Team Leader, Operations | Sentura

Concentrix; Ciudad de México; Presencial; MXN 240.000 - 380.000; Jornada completa

Descripción de la vacante

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

The role emphasizes coaching on performance metrics, escalation handling, and ensuring contractual KPIs while fostering a values-driven team environment.

Formación

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Willingness to work a flexible schedule.

Responsabilidades

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports regularly to meet performance metrics.
• Identify issues and develop action plans for improvement, including corrective actions.
• Ensure service delivery meets KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed.
• Conduct team meetings for open communication and updates.
• Stay current on internal policies and attend manager development training.
• Advocate for Concentrix values and support team members.

Conocimientos

Coaching

Team leadership

Communication

Time management

Mentoring

Flexibility

Educación

Associate's degree

Descripción del empleo

Job Title: Team Leader, Operations | Sentura

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Location

MEX Mexico City Downtown Insurgentes

Time Type

Full time2026-11-10