Team Leader, Customer Operations

About the role

You will lead a pod of 12 to 15 customer experience associates in our Monterrey operation, owning their performance against contractual service levels and owning their development. This is a people leadership role first and a metrics role second: the metrics follow the people. We fill leadership roles internally wherever possible, and this posting is open because we are growing faster than internal promotion alone can cover.

Key responsibilities

• Lead a pod of 12 to 15 associates through the full lifecycle: onboarding, performance management, coaching, development and, where necessary, exit
• Own daily, weekly and monthly pod performance against CSAT, FCR, AHT, quality, adherence and attendance targets
• Run daily huddles covering priorities, programme updates and coaching points
• Deliver real-time floor coaching including side-by-side monitoring and post-interaction debriefs
• Conduct weekly one-to-one meetings with every direct report covering performance, development, career path and wellbeing
• Handle tier one escalations including customer escalation calls and complex complaints
• Perform root cause analysis on recurring issues and service level breaches
• Author and deliver performance improvement plans in coordination with HR and the Operations Manager
• Coordinate with quality and workforce management on calibration, scheduling and real-time adherence
• Identify and develop successors, contributing to the internal leadership pipeline

Requirements

• Native or equivalent Spanish
• English at CEFR C1, assessed before offer
• Minimum two years leading a team of ten or more in a contact centre or comparable operational environment
• Demonstrable track record of leading a team to meet or exceed service level and quality targets
• Experience conducting one-to-ones, delivering performance feedback and authoring improvement plans
• Familiarity with contact centre metrics and the levers that move each one
• University study in business, communication, psychology or human resources, or equivalent demonstrated experience
• Availability for rotating shifts and to work onsite in Monterrey
• Valid Mexican identification and right to work (CURP and RFC)

Preferred

• Experience across multiple client programmes or verticals
• COPC, HDI, ICMI or Six Sigma certification
• Prior experience as a trainer or quality analyst
• Experience with workforce management and quality monitoring platforms
• Experience leading teams serving United States or Canadian clients

Career path

Team Leader → Senior Team Leader → Assistant Operations Manager → Operations Manager → Site Director

What we offer

• Direct employment with Corpshore Mexico under the Federal Labour Law
• IMSS social security registration from day one
• INFONAVIT housing fund and retirement savings (SAR and Afore) as required by law
• Year-end bonus (aguinaldo) above the legal minimum
• Leave under the vacaciones dignas reform, with a vacation premium above the legal minimum
• Statutory profit sharing (PTU)
• Grocery vouchers and a savings fund with employer contribution
• Major medical insurance for eligible roles, with family cover options
• Paid initial training and continuous development throughout employment
• Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
• Language development support, with a focus on progression from B2 to C1 in English
• Documented career path with internal promotion prioritised
• Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
• Access to career opportunities across the global Corpshore network