Team Lead - Call Center

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

The Team Lead is responsible for overseeing a team of customer service and loan processing agents handling inquiries, application support, and account servicing. This role ensures high-quality service, compliance, and efficient loan processing aligned with company standards.

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

Customer Service Expertise

• Deep understanding of call handling, de-escalation, and service excellence
• Ability to coach agents on financial product inquiries and support

Qualifications

• High school diploma or equivalent (preferred)
• 1-2+ call center experience in customer service
• 1+ year experience in a leadership role.
• Strong organizational skills.
• Effective people management and communication skills.
• English level: B2 (Intermediate)
• Schedule: Availability required

What We Offer

• Growth: A great work environment that fosters professional development.
• Wellness: On-site clinic access.
• Security: Law benefits from day one (IMSS, Infonavit, Fonacot, Caja de Ahorro).

All qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law.

REDIAL BPO will never request any type of payment during the recruitment process, including applications, interviews, or job placement. If you are asked for payment by anyone claiming to represent REDIAL BPO, please consider it fraudulent and report it immediately.