Sr. Team Leader, Operations

About the role

The Senior Team Leader, Operations will manage and monitor a business line for Claro, either in the Fixed or Mobile segment. The primary goal is to ensure that call‑related targets and customer‑experience metrics are consistently met.

Key responsibilities

• Lead and develop a call‑center team through effective communication, training, and coaching.
• Negotiate performance objectives with the client and oversee operational processes.
• Monitor team KPIs, ensure service quality, and drive continuous‑improvement initiatives.
• Identify performance issues, create improvement plans, and implement corrective actions, including termination when necessary.
• Handle escalated customer calls and provide expert resolution.
• Analyze turnover causes, collaborate with site leadership to reduce attrition, and manage retention targets.
• Maintain up‑to‑date knowledge of internal policies, procedures, and participate in managerial development programs.
• Complete shift‑level projects aimed at boosting productivity, quality, or other key metrics.

Required profile

• Technical or associate degree (bachelor’s preferred) with 4‑6 years of experience, at least one year in a progressive management role.
• Strong written and verbal communication skills.
• Proven ability to lead teams, prioritize multiple tasks, and meet deadlines under pressure.
• Capability to train, guide, and provide direction to collaborators.
• Flexibility to work varied schedules.

Required skills