Operations Team Leader – Retail Customer Service

About the role

We are seeking an Operations Team Leader to manage a Retail Customer Service team in Guatemala City. The role focuses on delivering excellent customer experiences while meeting key performance metrics.

Key responsibilities

• Lead, coach, and motivate a group of Customer Service Representatives.
• Provide continuous feedback and coaching to improve performance and interactions.
• Monitor team performance, identify improvement opportunities, and support CSAT and NPS goals.
• Handle escalations and assist agents with challenging customer situations.
• Drive team engagement, attendance, and retention.
• Collaborate with support teams to enhance processes and overall customer experience.

Required profile

• Previous experience as a Team Leader or Supervisor in a BPO or Customer Service environment.
• Preferably experience leading teams in Retail, Sales, or Customer Service.
• Strong leadership, communication, and coaching abilities.
• Customer‑focused mindset with solid problem‑solving skills.
• Ability to analyze performance data and give actionable feedback.
• Knowledge of CSAT and NPS metrics.
• Advanced English proficiency.
• Availability to work the assigned shift.

Required skills