Customer Service Team Lead

Summary

Join Leadtech as a Customer Service Team Leader and oversee daily operations, guide team performance, and act as a liaison between team members and other departments. This role demands proven leadership experience in customer service, strong problem-solving skills, and a passion for coaching and mentoring. You will ensure the team meets performance targets, maintains operational efficiency, and fosters continuous improvement. The position involves managing team schedules, conducting performance reviews, and collaborating with other departments. You will also prepare reports on team performance and address employee-related matters. Leadtech offers a supportive and collaborative work environment with numerous benefits.

Requirements

• Minimum of 2 years of experience managing medium-sized teams
• Strong multitasking abilities with effective coordination skills within a team
• Strong analytical skills, decision-making autonomy, and the ability to propose solutions to enhance team performance
• Proven ability to guide and motivate the team to meet targets and KPIs
• Ability to propose and implement improvements to operational processes
• Fluency in both English and Spanish (written and spoken)
• Availability to work weekends and as required by business needs

Responsibilities

• Monitor team performance, assign tasks, and ensure effective daily operations, including optimal service coverage
• Serve as the primary point of contact for the team, addressing questions, concerns, and escalations efficiently. Escalate to the Senior Team Lead as necessary
• Conduct daily reviews of team performance, including previous day’s metrics, to ensure alignment with KPIs
• Hold regular one-on-one meetings with agents and project specialists to review tasks, provide feedback, and set goals
• Initiate and oversee PIPs as needed, ensuring proper execution and alignment with company procedures
• Attend regular meetings with project directors to discuss priorities and action items
• Track, analyze, and report on key performance indicators specific to project objectives. Collect data, identify trends, and provide actionable insights to stakeholders to ensure alignment with strategic goals. Regularly present findings, highlighting successes and improvement areas
• Collaborate with other departments to identify and address additional support needs
• Manage team schedules, including holidays and sick leave, to ensure adequate service coverage at all times
• Prepare and deliver situation reports that outline context, rationale, and outcomes for employee-related matters. Work with HR and management to address issues, assess impact, and recommend future actions. Maintain accurate documentation to support decision-making
• Identify and escalate team needs (e.g., staffing, technical, or operational issues) to the Senior Team Lead as necessary
• Analyze and create detailed reports on team performance, metrics, and other valuable information for relevant stakeholders
• Coordinate closely with Quality and Knowledge teams to uphold quality standards and ensure up-to-date documentation. Partner with Ops/WFM teams to align on operational aspects and manage system and data needs

Preferred Qualifications

• Demonstrated interest or foundational knowledge in AI tools and solutions
• Willingness to explore AI technologies to enhance efficiency within the Customer Service team

Benefits

• Top-notch private health insurance — includes dental and psychological services
• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
• Remote work OR come into the office if you prefer!
• Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
• 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget
• Other: ticket restaurant, nursery tickets
• Budget for team-building activities
• We celebrate all company landmarks
• And when you come into the office, you’ll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean