Customer Service Team Lead

Ready to elevate your career in the dynamic world of outsourcing Join Emapta as a Customer Service Team Lead and become a key player in our success story. Emapta founded by visionary CEO Tim Vorbach in 2010 has redefined the outsourcing industry by providing tailored highquality solutions to businesses across the globe. Our innovative approach has earned us a stellar reputation with over 7000 employees and 720 clients spanning six countries.

Be at the forefront of our mission steering a team of bilingual customer service representatives towards excellence. Imagine starting your day by diving into strategic collaborations uncovering insights that drive vital decisions and turning customer challenges into triumphs. With your expert navigation in team and project management youll masterfully guide your team through the complex currents of customer service ensuring smooth sailing and exceptional results.

Why join us

At Emapta we dont just offer jobs; we offer careers that empower and inspire. Your role will not only contribute to our ongoing growth but also provide you with endless opportunities for personal and professional development. Here your strong communication and interpersonal skills will shine as you collaborate with diverse teams making meaningful contributions every day. Embrace the excitement of effecting change and lets embark on this journey to excellence together.

What does your role look like

What awaits you here at Emapta

• Workitems (laptop mouse and headset)
  
• Indefinite term type contract
  
• Direct exposure to our clients
  
• Career growth opportunities
  
• Prime Office Locations Bogot and Medellin
  
• Upskilling through Emapta Academy
  

What are we looking for

• English Level: C1
  
• Team/project management experience
  
• Good understanding and experience in team planning problemsolving
  
• Proven experience 2 years in a customer service role with at least 1 years in a leadership or supervisory position
  
• Fluent in English (written and verbal)
  
• Excellent communication and interpersonal skills
  
• Strong problemsolving abilities and attention to detail
  
• Ability to thrive in a fastpaced environment and handle multiple priorities
  
• Bachelor s degree in any field
  
• Microsoft Office proficiency
  
• Experience in BPO is preferred
  

What will you do in our team

• Lead and supervise a team of Spanishspeaking customer service representatives
  
• Monitor team performance and provide coaching and feedback to achieve performance targets
  
• Handle escalated customer issues and ensure timely resolution
  
• Develop and implement strategies to improve team productivity and efficiency
  
• Conduct regular team meetings to ensure team members are equipped with the necessary skills and knowledge
  
• Collaborate with other departments to optimize processes and enhance customer satisfaction
  
• Prepare and analyze team performance reports for management review
  
• Foster a positive and motivating work environment that encourages teamwork and collaboration
  

Welcome to Emapta Colombia!

At Emapta youre not just joining an industryleading outsourcing provider; youre becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 700 global partners preferring to open remote jobs in the country our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities all at your fingertips. Emapta isnt just a company; its a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

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