Location: Barranquilla, Colombia Remote - Must be in Barranquilla Department: Operations Employment: Colombian Labour Contract Schedule: Monday to Friday (Occasional Saturdays) Reports to: General Manager Position Summary: The Team Lead will be responsible for overseeing the responsibilities and deliverables of team members, as well as engaging with the clients on their business needs. Essential Functions: - Coordinate and supervise daily/weekly/monthly activities of team members - Understand the business, priorities, and agenda of clients to manage the day-to-day operations - Monitor performance metrics and ensure delivery of targets/goals - Coordinate work activities with the operations manager - Identify and resolve operational problems using defined processes, expertise, and judgment - Comply with the reporting requirements of each team handled - Provide coaching, feedback, and annual performance reviews - Conduct training needs analysis in collaborating with the operations manager - Participate in creating training programs and developmental opportunities for direct reports - Monitor and impose compliance with company policies and procedures - Facilitate formal corrective action in collaboration with HR - Comply with the terms and conditions of the employment contract, company policies, and procedures, and all directives (such as but not limited to, change in teams and/or work shifts, policies regarding flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). Qualifications: - Bachelor’s degree holder - At least 3 years of people management experience (previous experience overseeing teams) - In-depth knowledge of performance metrics (KPI's) - In-depth knowledge of project management principles - Ideally process improvement trained (e.g., Six Sigma, Lean, etc.,) - Ideally had experience handling technical roles (e.g., IT helpdesk, QA testers, software developers) - Technical savvy and have the propensity to learn new technology or platform in a short period of time - Strong organization, oral and written communication skills - Aptitude in data management, analytics, and reporting preparation - Uncompromising professional standards and integrity