Team Leader, Operations | Sentura

Concentrix Services Mexico, S.A. de C.V.; Ciudad de México; On-site; MXN 420,000 - 600,000; Full time

Job summary

Concentrix in Mexico City Downtown is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPI targets are met through motivation and accountability.

You will monitor attendance, provide escalation support, lead team meetings, organize activities, and mentor staff while upholding company policies and values. This role requires strong leadership and excellent communication skills for continuous performance improvement.

Qualifications

• Associate's degree with 2–4 years of relevant experience preferred.
• Strong coaching and people leadership skills to develop performance.
• Ability to work under pressure and meet timelines.
• Excellent written and verbal communication skills.
• Proven ability to mentor and guide a team to achieve targets.

Responsibilities

• Supervise a group of call center associates in day-to-day operations.
• Coach direct reports regularly to meet performance metrics.
• Identify performance gaps and create action plans for improvement, up to termination if needed.
• Ensure service levels and KPIs align with contractual and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME support.
• Lead team meetings and organize team activities.
• Stay updated on internal processes, policies and procedures.
• Participate in manager development training and promote company values.

Skills

Coaching

Team leadership

Communication

Multitasking

Prioritization

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

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.