About the Company

We are seeking a high-energy, data-driven Team Leader to spearhead our Customer Experience frontline. In this role, you won't just manage a team; you will inspire agents across North America and offshore locations to exceed KPIs and deliver world-class service in a fast-paced BPO environment.

About the Role

If you are a master of floor management, a Zendesk expert, and a coach who knows how to transform QA scores into success stories, we want to meet you. You will be responsible for driving CSAT, managing real-time ticket queues, and collaborating with cross-functional stakeholders to bridge the gap between frontline operations and global brand strategy.

Responsibilities

Drive CSAT
Manage real-time ticket queues
Collaborate with cross-functional stakeholders
Bridge the gap between frontline operations and global brand strategy

Qualifications

Experience: 1+ years in BPO environments with 1+ year in leadership roles
Tech Stack: Proficiency in Zendesk or similar CRMs
Language: Native/Advanced English level (C1)
Mindset: Customer-obsessed, analytical, and adaptable to shift-based schedules

Required Skills

Floor management expertise
Zendesk proficiency
Coaching and mentoring abilities

Preferred Skills

Experience in a fast-paced BPO environment
Strong analytical skills

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.

Jobs

Team Leader Bilingüe (Customer Experience)