Team Leader- Customer Service Call Center
Skills
About the role
Team Leader- Customer Service Call Center
MX-GTO-Leon
Description
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.
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.
#LI-Remote
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