Operations Team Lead – Onsite
VXI Global Solutions · Guatemala
Job description
About the role
We are seeking an Operations Team Lead to manage the day‑to‑day activities of a group of call‑center representatives. This onsite position directly influences the efficiency and profitability of our operations.
Key responsibilities
- Drive and exceed team performance against defined KPIs.
- Handle escalated customer calls and provide timely resolutions.
- Monitor daily metrics and coach agents to improve performance.
- Support associates with client priorities and metric targets.
- Lead coaching, development and performance‑management initiatives.
Required profile
- Minimum 1 year experience as an Operations Team Leader or Operations Supervisor in a call‑center environment.
- Strong customer‑service background.
- Proven experience in a staff‑supervisory role.
- Experience with healthcare accounts is a plus.
- Excellent communication and the ability to influence a team toward goals.
- Demonstrated people‑development skills and high integrity.
- Ability to monitor agents, drive KPIs and work with minimal supervision.
- Flexible schedule availability.
Required skills
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Published 1 month ago
Expires 1 week from now
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VXI Global Solutions
Guatemala
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