Team Leader, Customer Operations

Responsibilities

• Lead a pod of 12 to 15 associates through the full employment lifecycle: onboarding, performance management, coaching, development and, where necessary, exit
• Own daily, weekly and monthly pod performance against CSAT, FCR, AHT, quality, adherence and attendance targets
• Run daily huddles covering priorities, programme updates and coaching points
• Deliver real-time floor coaching including side-by-side monitoring and post-interaction debriefs
• Conduct weekly one-to-one meetings with every direct report covering performance, development, career path and wellbeing
• Handle tier one escalations including customer escalation calls and complex complaints
• Perform root cause analysis on recurring issues, quality misses and service level breaches
• Author and deliver performance improvement plans in coordination with HR and the Operations Manager
• Coordinate with quality analysts on calibration and coaching priorities
• Coordinate with workforce management on scheduling, shift bids and real-time adherence
• Represent the pod in client-facing performance reviews where required
• Author daily end-of-shift reports covering volume, service level, incidents and actions
• Identify and develop successors, contributing to the internal leadership pipeline

Requirements

• Native or equivalent Spanish
• English at CEFR C1, assessed before offer
• Minimum two years leading a team of ten or more in a contact centre or comparable operational environment
• Demonstrable track record of leading a team to meet or exceed service level and quality targets
• Experience conducting one-to-ones, delivering performance feedback and authoring improvement plans
• Familiarity with contact centre metrics and the levers that move each one
• University degree in business, communication, psychology, human resources or a related field, or equivalent demonstrated experience
• Availability for rotating shifts aligned to team coverage
• Availability to work onsite in Barranquilla
• Valid Colombian ID or work permit

Preferred

• Experience across multiple client programmes or verticals
• COPC, HDI, ICMI or Six Sigma certification
• Prior experience as a trainer or quality analyst
• Experience with workforce management and quality monitoring platforms
• Experience leading teams serving United States or Canadian clients

What we offer

• Direct employment with Corpshore Colombia under the Colombian Labour Code
• Full social security affiliation: health (EPS), pension and occupational risk (ARL)
• Statutory service bonus (prima de servicios)
• Severance and severance interest (cesantías e intereses) as required by law
• Transport allowance where required by law
• Paid annual leave under the Labour Code, with additional days for length of service
• Prepaid medicine or supplementary health plan from day one, with family cover options
• Paid initial training and continuous development throughout employment
• Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
• Language development support, with a focus on progression from B2 to C1 in English
• Documented career path with internal promotion prioritised
• Dual-monitor workstation and ergonomic seating at onsite locations
• Onsite, hybrid and remote arrangements depending on the role
• Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
• Access to career opportunities across the global Corpshore network

How to apply

Apply directly on this page. Attach your CV in Spanish, English or both. If no current vacancy matches your profile, join our talent community and we will contact you when a suitable role opens. Applications are reviewed daily. Shortlisted candidates are contacted within five business days.

Equal opportunity and data protection

Corpshore Colombia is an equal opportunity employer. We consider all qualified applicants without regard to gender, age, origin, religion, disability, marital status or any other characteristic protected under Colombian law. Personal data provided during the selection process is handled in accordance with Law 1581 of 2012 and Decree 1377 of 2013. It is used solely for recruitment purposes and retained under our documented retention policy. You may exercise your rights of access, rectification, update and deletion by contacting info@corpshore.solutions. The supervisory authority is the Superintendencia de Industria y Comercio.