**Location: Guadalajara**
**Job Type: Full Time**
We're looking for a Senior Team Lead at Frontier GDL to support agents on Performance Improvement Plans (PIP) or identified as bottom performers.
This role focuses on improving KPIs, providing consistent coaching, and driving performance.
Strong leadership and accountability are essential, as the Senior TL will also serve as a bridge between agents and upper management, helping to build a positive and high-performing team culture.
**Key Responsibilities**:
- Actively support agents on PIPs and those identified as bottom performers to improve performance through coaching, feedback, and follow-up.
- Monitor, track, and analyze individual and team KPIs, ensuring metrics are on target or trending positively.
- Conduct regular coaching sessions, performance reviews, and improvement plans with a clear focus on accountability and development.
- Identify root causes of underperformance and implement tailor...