Bilingual Team Leader II – Customer Service, Vehicle App

Responsibilities

• Supervise and lead the team in CX operations, ensuring delivery of results.
• Work closely with the supervisor, management and the operation's clients.
• Monitor and track operational KPIs, acting on deviations.
• Analyze, update and ensure the reliability of operational reports.
• Propose and implement improvements and new processes.
• Manage work schedules according to operational needs.
• Perform timesheet closing and monitoring.
• Provide structured feedback and track the team's development.
• Manage and develop employees, promoting engagement and performance.
• Consolidate and present results for validation/approval.
• Support other routines and tasks inherent to the leadership role.

Requirements

• Bachelor's degree in progress or completed.
• Must be an Atento employee for at least 6 months.
• Intermediate knowledge of Excel.
• Competency equal to or greater than 100 (Good Performer).
• Advanced Spanish (written, reading and speaking).
• Knowledge of PowerPoint.
• Proactive, dynamic and resilient.
• Good communication skills.
• Focus on results and people development.
• Preferably reside near or have easy access to the Atento Cabula Unit.

Core Competencies

Demonstrates strong leadership in CX operations, focusing on team development, performance management, and operational efficiency. Proficient in analyzing KPIs and implementing process improvements while maintaining effective communication and engagement with team members.