Team Leader, Medellin Colombia (Medellín)

Overview

The Bilingual Team Lead is responsible for overseeing daily operations and supporting the performance of a team of customer support representatives for the SWAY account. This role ensures that service delivery standards are met, client expectations are exceeded, and continuous improvements are implemented. Strong bilingual communication skills (English and Spanish) are essential to manage both internal teams and external customer interactions effectively.

Key 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 shift coverage and SLA compliance.
• Assist with onboarding, nesting, and uptraining of new hires or transitioning agents.
• Handle escalated customer issues and provide timely ...