Job summary We're looking for a dedicated and experienced Team Lead to join our growing team. This role is ideal for a proactive leader passionate about performance, people development, and client satisfaction. Responsibilities - Supervise, coach, and mentor a team of front-line agents, ensuring consistent performance and adherence to KPIs. - Conduct regular performance reviews, feedback sessions, and 1:1s with team members. - Monitor daily attendance, productivity, and service levels to ensure proper shift coverage and SLA compliance. - Assist with the onboarding, nesting, and uptraining of new hires or transitioning agents. - Handle escalated customer issues and provide timely, effective resolutions. - Collaborate with QA, Training, and Workforce teams to align performance and quality goals. - Provide daily, weekly, and monthly performance reports to operations leadership and client stakeholders. - Participate in internal and client calibration calls and ensure accurate documentation of updates. - Maintain up-to-date knowledge of account processes, tools, and procedural changes. - Lead by example, embodying and promoting Client's values and culture. Qualifications - Proven experience in a supervisory or team lead role within a BPO or similar environment. - Strong communication skills in both English and Spanish (spoken and written). - Previous experience supporting U.S.-based clients or customers is a strong advantage. Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora