Team Leader Medellin On Site at Virtual Staffing Solutions
Virtual Staffing Solutions · Medellin, Colombia · Onsite
- Professional
- Office in Medellin
We are seeking an experienced and motivated Team Lead with a strong background in Travel and Healthcare operations. The Team Lead will oversee daily team performance, ensure service excellence, and drive operational efficiency while fostering a collaborative and supportive work environment. This role requires a balance of leadership, problem-solving, and industry knowledge to meet client expectations and business goals.
Key Responsibilities
- Lead, coach, and mentor a team of agents handling Travel and Healthcare accounts, ensuring high performance and adherence to company standards.
- Monitor and analyze team KPIs including attendance, productivity, quality, and customer satisfaction.
- Manage escalated issues and provide quick, effective resolutions aligned with client requirements.
- Collaborate with Operations Managers to identify process improvements and implement action plans.
- Ensure compliance with travel policies, healthcare regulations, and data security standards.
- Facilitate regular team huddles, feedback sessions, and training to maintain engagement and knowledge sharing.
- Coordinate scheduling, workload distribution, and resource planning to meet service-level targets.
- Prepare performance reports and present insights to leadership and clients.
Skills, Knowledge & Expertise
- Minimum 2–3 years of experience in a supervisory or leadership role, preferably in Travel or Healthcare BPO/operations.
- Strong understanding of travel industry processes (reservations, ticketing, itinerary management) and/or healthcare processes (claims, patient support, benefits administration).
- Excellent communication, interpersonal, and conflict resolution skills.
- Proven ability to manage a team, motivate employees, and deliver results under pressure.
- Analytical mindset with experience in reporting and performance management.
- Proficiency in MS Office/Google Workspace and familiarity with CRM/industry-specific tools.
- Willingness to work flexible schedules, including weekends and holidays, depending on business needs.
