Team Lead

• Lead, coach, and motivate a team of frontline agents or specialists
• Monitor KPIs such as quality, productivity, and response times, and act on gaps
• Run regular one-on-ones, feedback sessions, and performance plans
• Handle escalations and complex cases directly
• Communicate team performance and issues to managers and client stakeholders
• Support onboarding and training for new team members
• Coach and lead frontline teams supporting U.S. clients
• Drive performance, quality, and engagement while handling complex cases as a player-coach

• 2+ years of experience as a Team Lead or Supervisor
• Proven ability to improve team performance through coaching
• Excellent spoken and written English
• Strong communication and conflict-resolution skills
• Comfortable with CRM, helpdesk, and reporting tools
• Availability to work U.S. business hours
• Based in Mexico
• Reliable home office setup and stable internet connection
• Experience in a BPO or contact center environment (nice to have)
• Experience with QA scorecards and workforce management (nice to have)
• Fluency in Spanish (nice to have)

• Health insurance for contractors
• Holiday Extra Pay
• Potential flexibility in work hours depending on client needs
• 100% home-based position
• Mental health days
• Performance-based incentives
• Annual review and appraisal process
• Opportunities for professional growth and advancement