Team Leader- Customer Service Call Center
MX-GTO-Leon
As a Team Leader, you'll be responsible for driving team performance, customer satisfaction, and operational excellence. Your key responsibilities include:
Lead, coach, and inspire a team of Customer Service Representatives to achieve performance and quality goals.
Monitor service levels and operational metrics to ensure consistent delivery of exceptional customer experiences.
Drive schedule adherence and workforce compliance to support business objectives.
Identify opportunities for continuous improvement and implement solutions that enhance efficiency and customer satisfaction.
Provide ongoing coaching and performance feedback through quality reviews, one-on-one meetings, and development plans.
Support employee growth and engagement by ensuring team members have the training, tools, and resources needed to succeed.
Analyze performance trends and KPIs to proactively address challenges and recognize achievements.
Partner with business stakeholders and clients to discuss program performance, process enhancements, and strategic initiatives.
Participate in talent acquisition efforts, interviewing candidates and helping build high-performing teams.
Collaborate with leadership on reporting, business reviews, and operational strategies.
We're looking for a people-focused leader who is passionate about delivering results and developing talent.
- High School Diploma or GED required.
- Previous supervisory, team lead, or leadership experience.
- Experience in a call center, contact center, or customer service environment.
- Strong understanding of service level management and contact center KPIs.
- Excellent coaching, mentoring, and employee development skills.
- Strong communication and stakeholder management abilities.
- Proven problem-solving and decision-making capabilities.
- Exceptional organizational and time management skills.
- Customer-first mindset with a passion for delivering outstanding service.
- Fluent English (written and verbal).
- Working arrangement: remote
- Role based in León; it is essential to reside in the area to be considered.
Competitive monthly salary of MXN $21,000
100% Remote work arrangement
16 days of vacation
Christmas Bonus (Aguinaldo)
Loyalty Bonus starting in your second year
Restaurant Card
Grocery/Food Vouchers
Life Insurance coverage equivalent to 24 months of salary
Savings Fund 13%
Career growth and learning opportunities through Percepta College
Recognition through our award-winning Perci Perks program
Employee Referral Bonus Program
Exclusive employee discounts
A culture focused on development, collaboration, and career progression
At Percepta, we are more than a customer experience company. We're a team of passionate professionals committed to creating exceptional experiences for customers and employees alike. If you're a hands-on leader who enjoys developing talent, driving performance, and making an impact, we'd love to hear from you.
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
- Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
- Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
- Leave it better – We take ownership and leave every process, person, and place better than we found it.
- Win together – We succeed as one—celebrating, supporting, and showing up for each other.
- Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
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