Senior Team Leader - Technical Operations

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 4+ yearsEducation: bachelorsSkills: ["Coaching","Leadership","Communication","Conflict resolution","Data-driven decision making"]

Lead operational performance across multiple contact center teams, queues, and service channels. Coach and support Team Leaders while driving service level, quality, productivity, customer experience, backlog, and adherence. Own escalations and recovery plans, analyze performance trends with root cause analysis, and implement corrective and preventive actions. Partner with workforce management, quality, training, process excellence, analytics, IT, and other stakeholders to improve governance, compliance, and continuous improvement.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
2 days ago

Senior Team Leader - Technical Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead operational performance across multiple contact center teams, queues, and service channels. Coach and support Team Leaders while driving service level, quality, productivity, customer experience, backlog, and adherence. Own escalations and recovery plans, analyze performance trends with root cause analysis, and implement corrective and preventive actions. Partner with workforce management, quality, training, process excellence, analytics, IT, and other stakeholders to improve governance, compliance, and continuous improvement.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Drive operational performance across assigned teams by taking timely action on service, quality, productivity, customer experience, backlog, and adherence risks.
  • •Set daily operational priorities and performance expectations with Team Leaders.
  • •Provide coaching, guidance, mentorship, and conduct regular performance reviews and development discussions for Team Leaders.
  • •Coordinate operational recovery plans, corrective actions, and performance improvement initiatives, including analyzing performance trends and identifying root causes.
  • •Manage customer-impacting escalations and partner with workforce management, quality, training, process excellence, analytics, IT, and other stakeholders to resolve issues and improve performance.

Key Requirements

  • •Bachelor’s degree in Business Administration, Industrial Engineering, Management, Operations, or a related field; equivalent professional experience may be considered.
  • •Minimum 4 years of experience in contact center operations, customer service, technical support, service delivery, or related operational environments.
  • •Minimum 2 years of experience in a leadership role managing Team Leaders, Supervisors, senior support functions, or multiple operational teams.
  • •Demonstrated experience managing service level, quality, productivity, customer satisfaction, workforce management, and compliance performance.
  • •Experience supporting omnichannel operations (voice and digital support environments).
Experience:4+ yearsContact center operationsCustomer serviceTechnical supportService deliveryOutsourced operationsVendor-managed operationsMulti-site operationsOmnichannel support
Education:Bachelor's in Business Administration, Industrial Engineering, Management, Operations, or related field
Skills:CoachingLeadershipCommunicationConflict resolutionData-driven decision making
Languages:SpanishEnglish
Tech Stack:Microsoft ExcelMicrosoft PowerPointMicrosoft OutlookMicrosoft TeamsWorkforce managementQualityTrainingCRMTicketingAnalyticsReportingLean Six SigmaContinuous improvementAI-enabled contact center toolsAgent-assist

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor