Team Lead
Location: Guadalajara, Jalisco – Torre Meya
Modality: On-site
Schedule: Full-time
About the Role
Intugo, in partnership with a foreign company specializing in healthcare revenue cycle management and technology-enabled services, is looking for a Bilingual Team Lead to support its Contact Center operation in Guadalajara.
The Team Lead will be responsible for supervising a team of customer service representatives, supporting daily operations, monitoring performance, coaching employees, managing escalations, and helping ensure quality and productivity goals are achieved.
Responsibilities
- Supervise and support a team of Contact Center Representatives.
- Monitor daily performance, productivity, attendance, and quality results.
- Provide coaching, feedback, and ongoing support to team members.
- Assist agents with escalated or complex customer situations.
- Track KPIs and identify performance trends.
- Develop action plans to address performance gaps.
- Communicate operational updates and process changes to the team.
- Partner with Quality, Training, and Operations teams.
- Support employee development and engagement.
- Help maintain a positive and customer-focused work environment.
- Ensure company procedures and service standards are consistently followed.
Requirements
- Advanced English.
- Previous BPO / contact center / customer service experience.
- Previous experience as a Team Lead, Supervisor, SME, Coach, or similar leadership role preferred.
- Strong leadership and people-management skills.
- Experience coaching and developing employees.
- Comfortable working with KPIs, quality metrics, productivity, and performance management.
- Strong problem-solving and escalation-management skills.
- Excellent verbal and written communication.
- Ability to multitask and work with different computer systems.
Benefits
- Law benefits
- 30 days Christmas bonus
- $1,000 MXN food vouchers
- Private medical insurance
- Full-time, on-site opportunity
- Growth opportunities within the operation
Sueldo: A partir de $23,000.00 al mes
Escolaridad:
- Licenciatura terminada (Obligatorio)
Lugar de trabajo: Empleo presencial
