Operations Team Leader – Technical Support

About the role

We are looking for an Operations Team Leader to drive performance and engagement of our Technical Support agents in Guatemala City. In this on‑site role you will oversee day‑to‑day operations, coach staff and ensure a high‑quality customer experience.

Key responsibilities

• Lead, coach and motivate a team of Technical Support Representatives.
• Monitor team performance, provide continuous feedback and conduct regular coaching sessions.
• Support the team in meeting operational targets and customer experience goals.
• Handle escalations and deliver effective solutions to complex issues.
• Identify and implement process and performance improvement opportunities.
• Collaborate with other departments to ensure seamless customer service.
• Drive team engagement, attendance and retention initiatives.

Required profile

• Previous experience as a Team Leader or Supervisor in a call‑center environment.
• Strong leadership, communication and decision‑making abilities.
• Customer‑focused mindset with problem‑solving skills.
• Ability to coach and develop team members.
• Basic knowledge of operational KPIs and performance management.
• Advanced level of English.
• Availability to work PM shifts.

Required skills