Team Leader, Operations | Sentura

Concentrix Corporation; Ciudad de México; Hybrid; MXN 201,000 - 312,000; Full time

Job summary

Concentrix is hiring a Team Leader, Operations in Mexico City. The role involves supervising a group of call center associates, coaching for performance, and ensuring KPIs and service quality meet contractual goals. The candidate should have 2–4 years of supervisory experience and strong communication skills.

This full-time position requires an Associate's degree and a flexible schedule. You will lead team meetings, monitor attendance, and drive timely delivery of outcomes in a dynamic call

Qualifications

• Associate's degree or related field required; 2–4 years of relevant supervision experience preferred.
• Strong coaching and mentoring ability with a track record of improving team performance.
• Excellent written and verbal communication; ability to manage multiple tasks and timelines.

Responsibilities

• Supervise a group of call center associates on a daily basis, including attendance and workload management.
• Coach direct reports regularly to achieve KPIs and maintain performance standards.
• Identify performance issues, develop action plans, and implement corrective actions as needed.
• Ensure service quality aligns with contractual KPIs and financial goals; escalate as necessary.
• Lead team meetings, organize activities, and maintain open communication channels.

Skills

Coaching

Team leadership

Communication

Multi-tasking

Education

Associate's degree

Job description

# Apply With Us!## Team Leader, Operations | SenturaApply: MEX Mexico City Downtown Insurgentes: Full time: Posted Yesterday: R1778296Job Title:Team Leader, Operations | SenturaJob DescriptionThe 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 scheduleLocation:MEX Mexico City Downtown InsurgentesLanguage Requirements:Time Type:Full time2026-11-10