Team Leader, Operations BPO

Concentrix BPO Consulting Peru S.A.C.; Lima Metropolitana; On-site; PEN 60,000 - 90,000; Full time

Job summary

Concentrix BPO Consulting Peru S.A.C. is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance toward KPIs and contractual targets.

The role emphasizes coaching, motivation, accountability, and timely escalation handling to sustain service excellence. The successful candidate will coach, mentor and lead a team, manage attendance, and align daily activities with organizational policies and legal requirements while promoting Concentrix values in

Qualifications

• Associate's degree in related field
• Two to four years of relevant experience preferred
• Highly motivated with ability to coach team members to meet performance expectations
• Strong written and verbal communication skills
• Ability to lead in multi-tasking, prioritization and timely deliverables
• Mentor, coach and direct a team of employees

Responsibilities

• Supervise a group of call center associates and monitor work and attendance per policy and law
• Coach direct reports regularly to ensure weekly performance metrics are met
• Identify performance issues, develop action plans and implement corrective actions up to termination
• Ensure service meets contractual KPIs and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise for escalated customer calls as needed
• Conduct team meetings for open communication and firm input
• Schedule and organize team activities and stay updated on internal processes

Skills

Team leadership

Coaching

Performance management

Communication skills

Problem solving

Education

Associate's degree

Job description

Job Title: Team Leader, Operations BPO 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.

• 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

Career Level Description

• Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments
• Coordinates and supervises the daily activities of business or technical support or production team members
• In charge of handling single and medium-sized line of business
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
• Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback
• Typically does not spend more than 20% of time performing the work supervised
• Handles escalated issues
• Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks

Location: PER Lima - Avenida El Camino Real N195 Calle Santa Luisa

Language Requirements: English

Time Type: Full time2026-01-31

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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 design brand-defining experiences. The technologists & engineers who build smarter 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.