Team Leader, Operations – Bilingual

About the role

The Team Leader, Operations will supervise a group of call‑center associates, ensuring daily performance targets are met while providing coaching, motivation and accountability. This bilingual position requires hands‑on leadership and the ability to handle escalated customer interactions.

Key responsibilities

• Supervise daily activities of call‑center associates, monitoring work and attendance in line with company policy and legal requirements.
• Coach team members regularly to achieve minimum weekly performance metrics.
• Identify performance issues, develop improvement plans, and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations, provide timely updates, and conduct regular team meetings.
• Provide subject‑matter expertise on escalated calls as needed.
• Stay current on internal processes, policies, and attend required manager development training.

Required profile

• Associate’s degree in a related field (preferred) with 2‑4 years of relevant experience.
• Highly motivated with strong communication skills, both written and verbal.
• Ability to work under pressure, multitask, prioritize and meet deadlines.
• Proven ability to mentor, coach and lead a team.
• Willingness to work a flexible schedule.

Required skills

What we offer

• Opportunity to lead a dynamic team within a global BPO environment.
• Professional development and manager training programs.
• Competitive benefits aligned with local standards.