Receptionist lead - medellín

Descripción del cargo

James Immigration Law Firm is seeking a Receptionist Lead to join its Client Experience team in Medellín. This is a key, hands-on leadership role responsible for overseeing daily reception operations while actively engaging in client communication.
The Receptionist Lead plays a critical role in ensuring service excellence, operational efficiency, and consistent compliance with service-level standards. This position combines team leadership, performance monitoring, and direct involvement in handling incoming calls and client inquiries.

Requirements
- Technical, technological, or professional degree (preferred fields include Administration, Communications, or related areas).
- Minimum 2 years of experience in reception, call centers, or phone-based customer service, with at least 1 year in a leadership or supervisory role.
- Fluency in Spanish and English (spoken and written) is required.
- Strong knowledge of call center metrics and service-level management.
- Proven leadership, coaching, and performance management skills.
- Excellent verbal and written communication skills.
- Experience using CRMs, phone systems, and Excel for reporting.
- Strong organizational skills and ability to manage multiple priorities.
- Availability to work on-site.

Nice to Have
- Experience in professional services environments, particularly legal or immigration firms.
- Familiarity with tools such as HubSpot, Aircall, Five9, Twilio Flex, or similar platforms.
- Experience with omnichannel communication tools (e.g., WhatsApp Business).
- Ability to build dashboards and visual performance reports.

What James Immigration Law Firm Offers
- Indefinite-term contract
- Monthly salary: COP $6,500,000
- On-site position in Medellín
- A fast-paced, collaborative, and purpose-driven work environment