Job Description

What You'll Do

• Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.

• Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.

• Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.

• Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.

• Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.

• Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.

• Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.

• Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.

What Experience You Need

• Front-Line Leadership: 2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment.

• Education: Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience).

• Technical & Queue Familiarity: Practical experience working with CRM/ticketing platforms, telephony software, and data management systems.

• Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback.

• Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.

• AI Adoption Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity.

• Communication Skills: Excellent verbal and written communication skills in both

• English and Spanish to interact with US counterparts and local teams effectively.

What could set you apart

• Process Improvement Skills: Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them.

• Advanced Systems Knowledge: Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys).

• Data & Analytics: The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks.

• B2B Tech Experience: A background specifically managing complex technical onboarding or SaaS software implementations.

• Change Management: A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch.

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time