Job Title: Team Lead We are seeking a highly experienced Team Lead to oversee the day-to-day supervision of our call center associates, ensuring high-quality service delivery to our customers. As a Team Lead, you will be responsible for managing a group of call center agents, motivating them to achieve performance metrics through effective coaching and accountability. Key Responsibilities: - Manage daily operations of call center associates, including monitoring work and attendance in line with company policies and regulations. - Provide regular coaching and training to direct reports to meet performance expectations. - Identify performance-related issues, create action plans for improvement, and implement corrective measures as needed. - Ensure exceptional customer service by meeting contractual Key Performance Indicators (KPIs) and financial targets. - Communicate clearly with employees and provide timely updates. - Offer expertise in handling escalated customer calls when necessary. - Conduct engaging team meetings to share important information and encourage open communication. Requirements: - 1+ Year of experience in a supervisory role in a bilingual call center. - Strong communication skills, both written and verbal. - Results-driven and detail-focused. - Flexible schedule required, including weekends. - Proven ability to coach and develop team members to meet performance goals. - Strong leadership skills, including multitasking, prioritization, and deadline management.