Team Leader

Job Title: Team Lead
Location: Ultra Park 1, Heredia, Costa Rica
Experience: Minimum one year of leadership experience



  • Facilitating meetings with supervisors to discuss performance issues and provide feedback on progress
  • Managing employee performance, including conducting performance evaluations and providing feedback to employees
  • Managing work schedules and overtime hours for the team, making sure that all shifts are covered
  • Conducting training sessions to help employees improve their skills and learn new processes
  • Reviewing incoming calls or chats to determine how best to respond to customer inquiries
  • Scheduling meetings to discuss issues or concerns with customers or other departments within the company
  • Monitoring call centre activity to identify opportunities for improvement or resolve-times in real time
  • Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations
  • Developing and implementing new training programs as needed to support department goals



  • Advanced English level ( B2/B2+)
  • At least 1 year of leadership experience
  • Excellent phone etiquette and excellent verbal, written, and interpersonal skills
  • Ability to multi-task, organize, and prioritize work


Program Manager

Job title: Program Manager
Work Location: Mauritius
Experience: 3 – 5 years


Role and Responsibilities:

  • Organizing programs and activities in accordance with the mission and goals of the organization.
  • Developing new programs to support the strategic direction of the organization.
  • Creating and managing long-term goals.
  • Developing a budget and operating plan for the program.
  • Developing an evaluation method to assess program strengths and identify areas for improvement.
  • Writing program funding proposals to guarantee uninterrupted delivery of services.
  • Managing a team with a diverse array of talents and responsibilities.
  • Ensuring goals are met in areas including customer satisfaction, safety, quality, and team member performance.
  • Implementing and managing changes and interventions to ensure project goals are achieved.
  • Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.
  • Producing accurate and timely reporting of program status throughout its life cycle.
  • Analysing program risks.
  • Working on strategy with the marketing team.


Required Skills:

  • Bachelor’s degree or master’s degree in business or related field.
  • Proven experience in program management.
  • Proven stakeholder management skills.
  • Proven experience managing a team.
  • Experience using computers for a variety of tasks.
  • Competency in Microsoft applications, including Word, Excel, and Outlook.
  • Understanding of project management.


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