Team Leader - Customer Service Call Center

About the role

As a Team Leader at Percepta you will guide a group of Customer Service Representatives to deliver exceptional experiences while meeting performance targets. This remote position is based in León and focuses on operational excellence, coaching, and continuous improvement.

Key responsibilities

• Lead, coach and motivate a team of agents to achieve quality and service level goals.
• Monitor service levels, schedule adherence and workforce compliance.
• Identify improvement opportunities and implement efficiency‑enhancing solutions.
• Conduct quality reviews, one‑on‑one meetings and develop performance plans.
• Analyze KPIs and trends to address challenges and celebrate successes.
• Collaborate with stakeholders on program performance, process enhancements and strategic initiatives.
• Participate in talent acquisition, interviewing and building high‑performing teams.
• Support reporting, business reviews and operational strategy development.

Required profile

• High School Diploma or GED.
• Previous supervisory or team‑lead experience in a call‑center environment.
• Strong understanding of service level management and contact‑center KPIs.
• Excellent coaching, mentoring and employee development abilities.
• Effective communication and stakeholder‑management skills.
• Problem‑solving, decision‑making and organizational competence.
• Fluent written and spoken English.

Required skills

What we offer

• Competitive salary of MXN 21,000 per month.
• 100% remote work arrangement.
• 16 days vacation, Christmas bonus, loyalty bonus, restaurant card and grocery vouchers.
• Life‑insurance coverage, savings fund and employee referral program.
• Career growth through Percepta College and Perci Perks recognition.