_Location: Medellín, Colombia El poblado-Milla de Oro_ - **100% On-Site**_ Schedule: 8 am - 6 PM Monday-Friday. **Work schedule may vary based on operational needs.** **Competitive Salary! above market rate, to be discussed during the interview** Permanent Contract We’re looking for a dedicated and experienced **Team Lead** to join our growing team. This role is ideal for a proactive leader passionate about performance, people development, and client satisfaction. **Key Responsibilities**: - Supervise, coach, and mentor a team of front-line agents, ensuring consistent performance and adherence to KPIs. - Conduct regular performance reviews, feedback sessions, and 1:1s with team members. - Monitor daily attendance, productivity, and service levels to ensure proper shift coverage and SLA compliance. - Assist with the onboarding, nesting, and uptraining of new hires or transitioning agents. - Handle escalated customer issues and provide timely, effective resolutions. - Collaborate with QA, Training, and Workforce teams to align performance and quality goals. - Provide daily, weekly, and monthly performance reports to operations leadership and client stakeholders. - Participate in internal and client calibration calls and ensure accurate documentation of updates. - Maintain up-to-date knowledge of account processes, tools, and procedural changes. - Lead by example, embodying and promoting Client's values and culture. **Skills, Knowledge & Expertise**: - Proven experience in a supervisory or team lead role within a BPO or similar environment. - Strong communication skills in both English and Spanish (spoken and written). - Previous experience supporting U.S.based clients or customers is a strong advantage. Tipo de puesto: Tiempo completo, Indefinido Idioma: - INGLÉS (Obligatorio)