Contact Center Team Lead

Title: Supervisor de Contact Center - Contact Center Team Lead.
Location: in office, Mexico City, North Area
The Team Lead for the Contact Center has a pivotal role, responsible for the daily operation's supervision, coaching, and performance management of a team of Contact Center Specialists and Executives. This role ensures the team consistently delivers exceptional support to users using the client's mobile application, high-quality support via phone, chat and limited outbound follow-ups, drives operational efficiency, and helps foster a positive, continuous improvement and high-performing team environment.
Mandatory:

• Bachelor's degree in business administration, Communications, or a related field preferred.
• Exceptional verbal and written communication skills in English (proficient) & Spanish (native level required)
• Minimum of 3-5 years of experience in a fast-paced contact center or customer service environment.
• At least 1-2 years of proven experience in a Team Lead, Supervisor, or Assistant Coach role within a call center, preferably in a B2B setting or supporting a digital platform/app.
• Demonstrate ability to manage and motivate a team to achieve targets.
• Proficiency in CRM systems and contact center management software.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent command of Microsoft Office Suite (Excel, Word, Outlook).

• Aptitude for troubleshooting mobile applications and guiding users through digital interfaces.
• Strong leadership, coaching, and mentoring abilities.
• Excellent problem-solving and decision-making skills.

• Familiarity with sales operations or order management processes.
• Experience in the consumer goods or retail distribution sector is highly desirable.

• Team Leadership & Performance Management:
  • Lead, motivate, and manage a team of Call Center Specialists & Executives, setting clear performance expectations and goals.
  • Conduct regular 1:1 coaching sessions, providing constructive feedback on call quality, adherence to procedures, policies and customer satisfaction.
  • Monitor individual and team performance metrics (e.g., call volume, resolution rates, average handling time, quality scores) and implement corrective actions as needed.
  • Conduct performance reviews and contribute to career development plans for team members.
  • Serves as the main liaison between the contact center operations and the upper management.

• Operational Excellence:
  • Oversee daily team operations, ensuring service level agreements (SLAs) are met and call/chat queues are managed effectively.
  • Handle escalated customer issues and complex inquiries that require advanced problem-solving skills, ensuring prompt and professional resolution.
  • Identify and implement process improvements to enhance efficiency, customer experience, and overall team productivity.
  • Manage shift- schedules, attendance and workforce planning to maintain optimal team coverage.
  • Ensure strict adherence to company policies, procedures, and data privacy guidelines.

• Training & Development:
  • Collaborate with the Quality Analyst and Training team to identify training needs and contribute to the development of training materials.
  • Provide ongoing product knowledge and client app training to the team, keeping them updated on new features, promotions, and policies.
  • Mentor and support new team members during their onboarding phase, ensuring a smooth transition and rapid skill development.

• Reporting & Analysis:
  • Generate and analyze team performance reports, identifying trends, insights, and opportunities for improvement.
  • Present key performance indicators (KPIs) and operational updates to the Contact Center Manager.

• Collaboration & Communication:
  • Foster strong cross-functional relationships with Sales Operations, IT, Logistics, and the client app program management to resolve issues and improve overall support for store owners.
  • Facilitate team meetings to disseminate information, share best practices, and address team concerns.
  • Will be the functional point of contact with HR, Compliance, Facilities, IT among others.