Team Leader, Operations | Sentura

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

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

Language Requirements:

Time Type:

Full time2026-11-10