Team Lead - Retention & Sales

About the role

UnifyCX is seeking an energetic Team Lead to oversee its Retention & Sales unit in Barranquilla. You will guide a group of representatives, ensuring top‑notch service delivery and driving continuous performance improvement.

Key responsibilities

• Lead, coach, and develop a team of associates to meet performance goals and quality standards.
• Manage and resolve complex or escalated customer inquiries, providing accurate and timely solutions.
• Monitor team performance, delivering feedback, training, and mentoring to foster growth and engagement.
• Collaborate with internal teams such as Quality Assurance, Training, and Process Improvement to enhance service delivery and efficiency.
• Ensure compliance with company policies, procedures, and industry standards.

Required profile

• Minimum of 1+ years of experience in a leadership role within a high‑volume customer service or claims processing environment.
• Proven track record of managing team performance and driving customer satisfaction.
• Strong communication, leadership, and problem‑solving abilities.

Required skills