LATAM Assistance Team Leader (Mexico)

About the role

We are seeking a dedicated LATAM Assistance Team Leader to oversee our off‑hours operations in a fast‑paced, high‑volume contact‑center environment. The role involves leading a 24/7 team, ensuring service‑level compliance, and turning escalated calls into positive customer experiences.

Key responsibilities

• Lead and motivate a 24/7 contact‑center team to meet quality and performance targets.
• Monitor service‑level standards, team objectives and align them with corporate strategy.
• Handle escalated cases and convert them into satisfactory outcomes for customers.
• Drive performance management, coaching, and continuous improvement initiatives.
• Collaborate with other departments to ensure seamless customer service delivery.

Required profile

• Bachelor’s degree with a business emphasis or equivalent.
• At least five years of relevant experience, including three years in a supervisory role.
• Bilingual proficiency (English/Spanish).
• Strong leadership, analytical, and problem‑solving abilities.
• Ability to work with extended hours and adapt to change.

Required skills

• Proficiency in the Microsoft Office suite.
• Experience with customer‑service centre applications.