Job Role: Team Leadership | Location: Orange Walk, Belize

Overview

Join our leadership team as a Team Lead at RCC BPO in Orange Walk, Belize, where you will manage and motivate a group of agents to achieve service delivery excellence. This role is crucial for maintaining performance standards, driving engagement, and supporting consistent results within a fast-paced customer experience environment. If you are passionate about motivating others, solving problems, and achieving success through collaboration, this is your opportunity to advance your leadership career.

Responsibilities

• Team Management: Oversee day-to-day operations to ensure performance targets are consistently met or exceeded.
• Coaching & Development: Conduct regular feedback and coaching sessions to enhance agent performance, engagement, and productivity.
• Performance Tracking: Monitor key metrics such as quality, attendance, and productivity to identify trends and improvement opportunities.
• Training Support: Assist with new hire nesting and training transitions, ensuring alignment with operational goals.
• Escalation Handling: Resolve escalated issues professionally, maintaining a customer-focused approach.
• Collaboration: Work with peers and leadership to implement team strategies and process enhancements.
• Team Culture: Foster a supportive, accountable, and goal-oriented team environment.

Requirements

• Language Proficiency: Fluent in both Spanish and English (bilingual proficiency required).
• Experience: Prior experience in a supervisory or team lead position, preferably within a contact center or BPO environment.
• Sales Expertise: Must have sales experience.
• Performance Knowledge: Strong understanding of performance management principles and call center metrics.
• Soft Skills: Excellent interpersonal, communication, and problem-solving abilities.
• Leadership Ability: Proven capacity to coach, inspire, and drive team accountability.
• Location: Must be a resident of Orange Walk.
• Availability: Fully flexible with work schedule.

Why Join Us?

Be part of a purpose-driven team that values collaboration, growth, and performance. At RCC BPO, your leadership drives results—and your success is recognized.

Apply Now

If you are an experienced, results-oriented leader ready to empower others and elevate performance, apply now to become a pivotal part of our team and help drive success in Orange Walk, Belize.