**Customer Service Team Lead - Call Center**
**Location**: On-site.
**Address**:Blvrd Gral Rodolfo Sánchez Taboada 9551, Zona Urbana Rio Tijuana, 22010 Tijuana, B.C.
**Position Objective**
**Key Responsibilities**
- Handle escalation calls according to the assigned line of business.
- Support the onboarding and training process of new hires.
- Resolve operational questions and concerns raised by telephone agents.
- Monitor and audit calls from new hires to identify training gaps or opportunities for improvement.
- Provide support to the Operations Supervisor during team meetings and training sessions.
- Identify, analyze, and report trends and areas of opportunity within Operations.
- Serve as backup support and execute action plans aimed at operational improvement.
**Required Skills**:
**Leadership & Coaching**
- Strong team management and performance coaching skills
- Ability to improve agent performance in customer service and compliance<...