12 дней назад
Senior Team Leader - Technical Operations
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Team Leader - Technical Operations (Contact Center Operations): Driving operational performance and leadership effectiveness across multiple teams, queues, and service channels with an accent on service quality, workforce management, customer experience, and compliance. Focus on coordinating recovery plans, analyzing root causes, managing customer-impacting escalations, and leading continuous improvement across cross-functional operations.
Location: Bogotá, Colombia
Company
provides AI, automation, cloud engineering, advanced analytics, and business process services to support digital transformation and operational performance for global brands.
What you will do
- Drive operational performance across multiple teams, queues, and service channels.
- Set daily priorities and performance expectations while coaching and developing Team Leaders.
- Monitor service level, quality, productivity, customer experience, backlog, adherence, and compliance risks.
- Coordinate recovery plans, corrective actions, performance improvement initiatives, and operational escalations.
- Partner with Workforce Management, Quality, Training, Process Excellence, Analytics, IT, and other stakeholders.
- Lead performance reporting, process improvements, automation adoption, transitions, and organizational change initiatives.
Requirements
- Bachelor’s degree in Business Administration, Industrial Engineering, Management, Operations, or a related field; equivalent professional experience may be considered.
- At least 4 years of experience in contact center operations, customer service, technical support, service delivery, or a related operational environment.
- At least 2 years of leadership experience managing Team Leaders, Supervisors, senior support functions, or multiple operational teams is preferred.
- Experience with operational metrics, workforce management, quality, customer satisfaction, compliance, escalations, recovery plans, and cross-functional projects.
- Proficiency with Microsoft Office and operational reporting tools, plus familiarity with workforce management, CRM, ticketing, analytics, and reporting platforms.
- Spanish: native or near-native required; English: B1 or higher required.
Nice to have
- Experience with technical support, PC hardware, warranty services, after-sales support, or customer engagement operations.
- Experience with omnichannel operations, program launches, migrations, transitions, or ramp-up activities.
- Lean Six Sigma, leadership, coaching, quality, project management, or continuous improvement certifications.
- Experience with AI-enabled workforce optimization, analytics, automation, or digital transformation initiatives.
Culture & Benefits
- Work in a business process and technology services environment supporting global brands.
- Collaborate across Workforce Management, Quality, Training, Process Excellence, Analytics, IT, and other operational functions.
- Contribute to continuous improvement, automation adoption, digital transformation, and organizational change initiatives.
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