Team  Leader 

Returnship Program (SOAR) 

SoftwareOne Academy

Scope: Temporary Full-time | Software & Cloud Marketplace Delivery | Location: Mexico City 

We are seeking highly motivated individuals to join our inaugural Returnship Program (SOAR) as Team Leader.

This paid program is designed to provide support and integrate talented professionals who have taken a career break of at least 1 year and are looking for an opportunity to re-enter the workforce.

As a participant in SOAR, you will have the opportunity to update and enhance your skills while working on meaningful projects within our organization for 3 months.

A Team Lead is a key role responsible for overseeing a group of individuals within an organization. They provide guidance, support, and mentorship to team members, ensuring goals are met and fostering a productive work environment. Team Leads play a crucial role in driving team performance and contributing to the organization's success. 

• Service Execution: ensures the team meets agreed SLAs and KPIs without interruption. Handles escalations from subsidiaries promptly, documenting solutions for service improvement. Team leader spends at least 50% of their time on service execution. 
• Service Quality: constantly monitors the performance of all assigned services, and create meaningful reports for the Director, Senior TL..  
• People Recruitment: plans organization to ensure uninterrupted service according to SSPs. Requests new headcounts for growth and attrition, collaborating closely with HR Department per SLAs. 
• People Development: sets quarterly SMART goals for team members, reviews monthly performance, identifies areas for improvement, and monitors progress against the business C3 Certification Program. 
• People Retention: monitors team members' behavior per Business Employee Handbook and internal policies. Identifies high performers, promotes them as role models, and supports others in skill improvement.