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Responsibilities
# Call Center Team Lead
📍 **Location:** Buenos Aires, Argentina
💼 **Employment Type:** Full-Time
🏢 **Industry:** BPO / Customer Experience
### About the Role
We are looking for an experienced **Call Center Team Lead** to join our growing team in Buenos Aires. The ideal candidate will be responsible for leading a team of customer service/contact center agents, driving performance, ensuring excellent customer experience, and achieving operational KPIs.
### Key Responsibilities
* Lead, motivate, and manage a team of Call Center Agents.
* Monitor daily team performance against KPIs and business targets.
* Track and improve key metrics such as **AHT, CSAT, Quality, Attendance, Adherence, and Productivity**.
* Conduct regular coaching, feedback, and performance review sessions.
* Identify performance gaps and implement improvement action plans.
* Monitor calls and provide constructive feedback to agents.
* Ensure compliance with company policies, procedures, and quality standards.
* Handle escalated customer issues and support agents with complex cases.
* Prepare and share performance reports and daily/weekly updates.
* Work closely with Operations, Quality, Training, and Workforce Management teams.
* Support onboarding and training of new team members.
* Maintain a positive, accountable, and high-performance team culture.
### Requirements
* **2+ years of experience as a Call Center Team Leader / Supervisor.**
* Previous experience in **BPO, Contact Center, Customer Service, or Sales** environments.
* Strong knowledge of contact center KPIs and performance management.
* Excellent communication and interpersonal skills.
* Strong coaching, leadership, and problem-solving abilities.
* Ability to work in a fast-paced, target-driven environment.
* Good command of **English**, both written and spoken.
* Strong organizational and time-management skills.
* Experience supporting **US or international accounts** is highly preferred.
* Availability to work according to the assigned account/shift schedule.
### What We Offer
* Competitive salary package.
* Performance-based incentives.
* Opportunity to work with an international account.
* Career growth and development opportunities.
* Dynamic and collaborative work environment.
* Professional exposure within a growing BPO organization.
Ready to Lead?
If you're an experienced Call Center Team Lead who knows how to **build strong teams, drive performance, and deliver an exceptional customer experience**, we'd love to hear from you!
📩 **Apply now and join our team!**
This job post is closed.