Senior Team Leader – Orange Walk, Belize

Join RCC BPO in Orange Walk

At RCC BPO, we are seeking experienced, bilingual, and people-focused professionals to join our growing Belize operations as Senior Team Leader. This is your opportunity to lead high-performing teams, strengthen customer experience delivery, and build a meaningful leadership career within a global organization.

If you are passionate about motivating others, driving measurable results, and creating a culture of accountability and collaboration, we encourage you to take the next step in your career with RCC BPO in Orange Walk.

About RCC BPO Belize

RCC BPO is committed to creating stable career opportunities in Belize while delivering world-class customer experience solutions to international clients. Our Orange Walk location offers a professional, growth-oriented workplace where local talent can thrive in leadership roles and build long-term careers in the BPO industry.

We believe in promoting from within, developing leaders, and recognizing performance excellence.

About the Role

As a Senior Team Leader, you will oversee a team of customer service and/or sales agents, ensuring performance goals, quality standards, and service levels are consistently achieved. You will serve as the key link between frontline agents and operations leadership, ensuring smooth communication, performance alignment, and operational excellence.

This role requires strong coaching ability, KPI management expertise, and the confidence to handle escalations while maintaining a positive team culture.

Key Responsibilities

• Manage day-to-day team operations to ensure KPIs and service levels are achieved.

• Monitor and improve metrics including AHT, CSAT, sales conversion, attendance, and quality scores.

• Conduct structured coaching sessions and performance reviews.

• Support onboarding, nesting, and ongoing training initiatives.

• Identify performance gaps and implement corrective action plans.

• Handle client and customer escalations professionally.

• Promote employee engagement, accountability, and team morale.

• Collaborate with Operations Managers on performance strategies and process improvements.

• Ensure compliance with company policies and client requirements.

Qualifications & Requirements

• Fluent in Spanish and English (spoken and written).

• Proven supervisory or team lead experience in a contact center or BPO environment.

• Required sales experience with a results-driven mindset.

• Strong understanding of call center KPIs and workforce performance metrics.

• Excellent communication, coaching, and conflict-resolution skills.

• Must be a resident of Orange Walk, Belize.

• Flexible to work shifts, including weekends and holidays if required.

• Strong leadership presence with the ability to inspire and motivate teams.

What We Offer in Belize

At RCC BPO, we invest in our people. As a Senior Team Leader in Orange Walk, you will receive:

• Competitive compensation package

• Leadership development programs

• Performance-based incentives

• Career advancement opportunities

• Supportive and inclusive workplace culture

• Recognition programs for high-performing teams

• Stable employment with a globally expanding organization

We are proud to support the local Belize workforce and provide opportunities for career progression within the BPO sector.