.**From Maple Leaf to Monterrey: Proudly Monterrey, Uniquely Canadian.****Join Our Canadian-Inspired Team in Monterrey: Embrace Excellence Together!****Who We Are**:Welcome to ContactPoint 360, the world's fastest-growing global BPO.At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together.With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines.Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.At ContactPoint 360 Inc., we deeply understand the meaning of family and values.As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace.Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.Our Purpose:Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life.**Responsibilities**:- The Team Leader (Supervisor) is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.- Provides direction and guidance to guarantee the consistent achievement of key performance metrics- Achieves, measures, reports, and communicates metric goal attainment for assigned team- Ensures accurate and timely communication of client and campaign issues to the Operations Manager- Consistently achieves goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team