What You'll Do
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.
What You Bring to the Role
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).
A Bit More About Your Role:
- Working arrangement: remote
- Role based in León; it is essential to reside in the area to be considered.
✨ Why You'll Love Working at Percepta
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
Why Join Percepta?
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.
