Team Leader - Tech Support

Company Description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description

Job Summary

The Team Lead is responsible for leading frontline teams to achieve operational targets, deliver exceptional customer experiences, and foster employee development. This role serves as a critical link between frontline operations and management, ensuring alignment with Lenovo's customer-first philosophy, business objectives, quality standards, and productivity goals.

The Team Lead provides day-to-day leadership, coaching, and performance management while supporting operational excellence, workforce planning, employee engagement, and continuous improvement initiatives.

Key Responsibilities

Leadership & Team Management

• Lead, motivate, and develop frontline employees to achieve operational and customer service objectives.
• Serve as the primary point of contact for employees and provide guidance in the absence of management.
• Foster a positive, high-performance culture focused on accountability, collaboration, and customer satisfaction.
• Drive employee engagement and team-building initiatives.

Coaching & Employee Development

• Conduct regular coaching sessions, performance reviews, and feedback discussions.
• Create and execute individual development plans to enhance employee capabilities.
• Identify skill gaps and coordinate training, cross-training, and upskilling opportunities.
• Mentor team members and support their professional growth.

Operational Management

• Manage daily operations to ensure service levels, productivity, attendance, and quality expectations are achieved.
• Monitor workflow and staffing requirements while partnering with Workforce Management and Operations teams.
• Ensure compliance with Lenovo policies, processes, and operational standards.
• Support recruitment, onboarding, and training activities for new hires.

Performance Management & Reporting

• Monitor and analyze key performance indicators (KPIs), productivity, quality, and customer satisfaction metrics.
• Generate and communicate performance reports to leadership and stakeholders.
• Identify performance trends and implement action plans to improve results.
• Drive accountability and ensure achievement of operational targets.

Customer Experience & Escalation Management

• Support the resolution of customer escalations and complex issues.
• Ensure consistent delivery of high-quality customer service and technical support.
• Provide guidance to team members on customer interactions and issue resolution.
• Promote a customer-centric culture that prioritizes satisfaction and loyalty.

Continuous Improvement

• Participate in process improvement initiatives and operational excellence projects.
• Recommend and implement solutions to improve efficiency, quality, and overall performance.
• Collaborate with cross-functional teams on business and customer support initiatives.
• Support organizational change management activities when required.

Qualifications

Required Qualifications

Education

• High School Diploma or equivalent required.
• Associate's Degree or Bachelor's Degree preferred.

Experience

• Minimum 1-3 years of experience in a Team Lead, Supervisor, Senior Support, or similar leadership role.
• Previous experience in a contact center, customer service, technical support, or operations environment preferred.
• Experience managing performance, quality, productivity, and customer satisfaction metrics.
• Experience coaching and developing employees to achieve performance goals.

Language Requirements

• Fluent Spanish required.
• English proficiency preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.