Team Lead/Supervisor – Medellin, Colombia

Are you looking for a truly rewarding team leader role in Medellin, Colombia? Step into a leadership role, motivate a dynamic team and take your career to the next level with a global CX company transforming the customer experience. Fusion CX is seeking an experienced Team Lead/Supervisor to join our Medellin office in Colombia. In this onsite role, you will have the opportunity to shape the performance and success of your team while driving key results aligned with your organization. If you are looking for call center jobs in Medellin or a rewarding role in a BPO, go further and join a career-defining team leader role in a global CX company and thrive in a fast-paced and growth-oriented environment.

Job Description – Team Lead/ Supervisor

Position Summary: The Team Lead/Supervisor in Medellin, Colombia, will provide direction, instruction, and guidance to a team of Representatives, focusing on achieving performance targets and supporting business objectives. You will leverage your understanding of your team’s strengths and motivations to foster a productive work environment.

Key Responsibilities:

These tasks are subject to change depending on the nature of the division/department service or company management.

• Supervises team statistics for Key Responsibility areas (KRAs) stipulated by the client and Key Performance Indicators (KPIs). These may include the following: assistance and adherence, Quality assurance (QA), Sales / Conversion, Call management time, and/or Customer Satisfaction (CSAT) / Customer Service Index (CSI) (This type of terminology may vary for an account or client).
• Familiarize the team with the client’s needs, specifications, design objectives, development process, standards, techniques, and tools to support task performance.
• Presents reports in the assigned/required language of progress on your team’s performance, tasks, problems, and status to the supervisor, program manager, or senior management.
• Establishes meeting times and agendas to coordinate with other team leaders, account supervisors, and project managers in response to operational issues and areas for
• Request and/or coordinate space, equipment, and lines of communication for team members through coordination with different departments such as human resources and labor and collaborate with the management team/account supervisor/program manager and the human resources team for the agent’s recommendations by reinforcing the corrective measures
• Manages the process flow for daily operations to reach Service levels and customers. Supervises the participation of team members to ensure that the training received is effectively translated into operations AND if additional training is needed.
• Keep team members focused and on track by aligning their individual objectives with the mission, vision, and core values of the organization as a team lead/supervisor in Fusion CX Medellin.
• Collaborates with the Human Resources department to communicate to the members of their team all the company news to which they do not have direct access.
• Make responsible use of the company’s equipment, such as computer, printer, photocopier, and any other equipment it enjoys access to.
• Provide equitable treatment among all the agents of your
• Conduct and document constant 1-1s with every team member assigned to him or her; it is very important to set expectations every week.

Job Requirements -Team Lead/ Supervisor

Skills and other requirements to thrive in the role of team leader in Medellin, Colombia:

• Bachelor’s degree (Desired)
• Effective communication skills
• Strong organizational and interpersonal skills
• Experience working with Microsoft Office suite
• High-energy and passion
• Demonstrated ability to meet quotas
• Advanced English Level
• 2+ Years of previous team lead/supervisor experience
• Excellent written and verbal communication skills
• Ability to work with deadlines, create reports, etc.
• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Compensation
• To be determined based on experience.

Why Join Fusion CX?

At Fusion CX, we foster a collaborative and supportive work environment that values professional growth and innovation. As a member of our team, you will enjoy:

• Opportunities for career advancement and skill development.
• A vibrant team culture that celebrates success and encourages feedback.
• Competitive compensation and performance-based incentives.
• The chance to make a real impact in a leading customer experience organization.

If you are searching for call center jobs in Medellin or a position in a global BPO, here is your chance to shine with a global company transforming customer experience. If you meet the requirements and are excited to take on this leadership role, apply today. Join us and become part of our exciting journey at Fusion CX as a team leader/ supervisor in Medellin, Colombia!