Lead Team Supervisor Opportunity This role is responsible for overseeing a team of call center associates and ensuring they meet performance metrics. - Responsibilities: - Oversee the day-to-day operations of a team of call center associates - Monitor work and attendance to ensure compliance with organization policy and legal requirements - Coach direct reports on their performance to achieve performance metrics - Identify performance-related issues, develop action plans, and implement corrective actions - Ensure service delivery meets contractual Key Performance Indicator (KPI) expectations - Communicate expectations to employees and provide timely updates - Provide subject matter expertise in handling escalated customer calls as needed - Conduct regular team meetings to communicate information and foster open discussion - Candidate Profile: - Associate's degree in a related field or equivalent experience - Highly motivated individual with skills to develop and coach team members to achieve performance expectations - Strong communication skills, both written and verbal - Ability to lead teams in multi-tasking, prioritization, and meeting deadlines - Ability to mentor, coach, and provide direction to a team of employees - Internal Career Path Policies: - Must have approval from immediate supervisor to apply - Required tenure: 6 months - Required performance: KPIs or goals on target for the business unit in the last 3-month period - Must not have active disciplinary actions - Comply with learning paths of the Corporate University - Must remain at least 6 months in the position to be eligible to apply for another promotion Location: Medellin, Colombia Language Requirements: English Time Type: Full-time Seniority Level: Mid-Senior level Employment Type: Full-time Job Function: Management and Manufacturing Industry: Outsourcing and Offshoring Consulting