Team Leader, Contact Center (Fintech)

Location: Bogota, Colombia; at least 3 days per week in the office are required

Company

hirify.global is a global payments technology company facilitating transactions between consumers, merchants, financial institutions, and governments in more than 200 countries and territories.

What you will do

• Lead, coach, and develop a team of customer service representatives.
• Monitor customer and employee experience, service levels, AHT, attendance, adherence, overtime, and other contact center KPIs.
• Resolve issues, manage workloads across omni-channel support platforms, and partner with Workforce Management to maintain coverage.
• Set SMART goals, conduct evaluations, provide feedback, and create performance improvement plans.
• Participate in hiring, onboarding, training, calibration, and employee development activities.
• Lead cross-team process improvement, technology transformation, and AI adoption initiatives while maintaining compliance, security, and quality standards.

Requirements

• At least 2 years of work experience with a Bachelor’s or advanced degree.
• Experience leading or coaching employees in a contact center, customer service, operations, or support environment.
• Strong analytical, problem-solving, communication, coaching, performance management, and employee development skills.
• Experience partnering with Workforce Management, Quality, Training, Operations, or other cross-functional teams.
• Ability to lead change, manage priorities, improve processes, and build an inclusive, high-performing team culture.
• Experience with payments, fintech, financial services, banking, technology, card payments, digital payments, fraud prevention, issuer processing, or customer servicing operations is preferred.

Nice to have

• Experience using generative AI tools such as Microsoft Copilot or ChatGPT to improve productivity, coaching, reporting, process optimization, or customer experience.
• Experience integrating AI-enabled solutions into operational processes.
• Experience leading teams through technology transformation and adoption initiatives.

Culture & Benefits

• Employee-first leadership focused on coaching, mentoring, career development, and well-being.
• Emphasis on empathy, active listening, psychological safety, trust, and a growth mindset.
• Leadership approach based on influence, collaboration, accountability, and hirify.global Leadership Principles.
• Hybrid work arrangement with regular office attendance in Bogota.