Team Leader, Operations BPO

cnx; Pachacámac; Presencial; PEN 60.000 - 90.000; Jornada completa

Descripción de la vacante

CNX is seeking a Team Leader, Operations BPO in Lima, Peru. This role supervises a group of call center agents, ensuring metrics are met through coaching and accountability. You will manage attendance, coaching, and escalation handling, while promoting company values.

The ideal candidate has 2–4 years of supervision experience, strong communication, and the ability to mentor a team under pressure. Flexible scheduling is required, with full-time hours in a fast-paced BPO environment.

Formación

• Associate's degree and 2–4 years of relevant supervisory experience preferred.
• Strong coaching and team leadership abilities.
• Excellent written and verbal communication skills.

Responsabilidades

• Supervise a group of call center associates on a day-to-day basis.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.

Conocimientos

Coaching

Leadership

Communication

Multitasking

Team Mentoring

Educación

Associate's degree in related field

Descripción del empleo

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.

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

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 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents