Call Center Team Lead C-555

SMASH, Who we are? We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.

We believe in long‑lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step.

We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

• Wellness Coverage
• Remote Work
• Birthday day off
• Recognition and rewards system
• Referrals Program
• Business skill coaching
• English classes for Smashers and relatives
• Learning opportunities

This position is Remote to work with a US Company; you will require to have Citizenship or a work permit from Costa Rica to apply for this role.

The Team Lead is responsible for supervising a team of call center agents, ensuring performance targets are met, and driving a high level of customer experience. This role focuses on coaching, performance management, training support, and maintaining team engagement while ensuring smooth daily operations. The Team Lead is accountable for team results, operational efficiency, and continuous improvement, bringing solutions and proactively addressing challenges.

• Monitor and manage team KPIs, including AHT, ACW, CXPQ, QA, Sentiment, Adherence, Insta Score, and One Call Resolution
• Ensure agents meet or exceed performance targets consistently
• Identify performance gaps and implement structured improvement plans
• Analyze reports and provide actionable insights
• Take ownership of team performance and outcomes

• Conduct regular 1:1 meetings with team members
• Provide real‑time feedback and coaching
• Create, implement, and follow up on Performance Improvement Plans (PIPs)
• Support continuous development of agents

• Deliver training sessions to new hires when required
• Support onboarding processes and ensure new agents are set up for success
• Reinforce training concepts and identify knowledge gaps

• Ensure proper coverage and adherence to schedules
• Monitor queues and support during high‑volume periods
• Escalate operational issues when necessary
• Ensure smooth day‑to‑day operations

• Ensure adherence to company policies and procedures
• Maintain high quality and customer experience standards
• Address performance, attendance, or behavioral issues in a timely manner

• Motivate and engage team members
• Foster a positive and accountable team environment
• Resolve team conflicts effectively
• Lead by example with professionalism and strong work ethic

• Provide regular updates on team performance and trends
• Communicate challenges and propose solutions
• Collaborate with management and cross‑functional teams

• Make decisions related to team performance and daily operations
• Escalate issues only when necessary
• Bring solutions, not just problems

• Identify process gaps and suggest improvements
• Propose strategies to improve team KPIs and efficiency
• Support implementation of operational changes

• Document performance and behavioral issues
• Participate in disciplinary actions when required
• Ensure compliance with company policies

• Ownership of team performance and KPIs
• Ensure adherence and productivity standards are met
• Maintain service levels and operational efficiency
• Ensure timely resolution of escalations
• Drive team engagement and performance improvement

• 1–3+ years of experience in a call center environment
• Previous leadership or mentoring experience preferred
• Strong communication and interpersonal skills
• Ability to manage multiple priorities
• Problem‑solving and decision‑making skills