Spanish Team Lead (Onsite: BGC) - TASQ Staffing Solutions | Career Page

Spanish Team Lead (Onsite: BGC)

Taguig, Metro Manila, Philippines

Job Openings Spanish Team Lead (Onsite: BGC)

Key Qualifications:

General Knowledge & Skills:

Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications in both English and Spanish.
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Education and other requirements:

Minimum experience of 4 years with customer service in the BPO/BPM industry
Bachelors degree in any course
Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz
A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF SPANISH SPEAKING AGENTS DOING VOICE CALLS.
Willingness to work in rotational shifts

Job Responsibilities:

Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the teams requirements
Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Benefits: