Inbound/Outbound Calls Team Lead (Colombia)

About the Role

The Inbound/Outbound Calls Team Lead oversees a team of Call Associates responsible for handling inbound and outbound calls, engaging prospective and existing clients, and driving revenue growth. This role ensures consistent performance, high‑quality client service, and effective execution through coaching, monitoring, and day‑to‑day people leadership.

Your Key Contributions

• Supervise, coach, and support a team of Inbound and Outbound Calls Associates to ensure productivity, engagement, and performance expectations are met.
• Ensure team members effectively handle inbound and outbound calls, promote services and offers, and support clients throughout the engagement process.
• Monitor, review, and evaluate call quality; provide timely feedback, coaching, and performance guidance.
• Track individual and team KPIs, communicate performance trends, and identify strengths and development opportunities.
• Support o...