Bi-Lingual Call Center Team Lead

1840 & Company; Monterrey; Presencial; MXN 40,000 - 50,000; Jornada completa

Descripción de la vacante

A global leader in BPO and remote talent solutions is looking for a Bi-Lingual call center team lead in Monterrey, Nuevo León. The ideal candidate will provide support and training to agents, monitor performance, and ensure quality assurance. Requirements include a high school diploma, prior customer service experience, and strong communication skills. This role emphasizes professionalism and the ability to manage difficult situations, contributing to a positive work environment.

Formación

• Prior experience in customer service preferred.
• Strong writing skills and accurate spelling.
• Ability to speak confidently with customers.

Responsabilidades

• Provide support to agents and assist with calls.
• Monitor agent calls and conduct quality assurance.
• Train new employees and provide constructive feedback.

Conocimientos

Customer service experience

Telephone etiquette

Effective communication

Stress management

Educación

High school diploma or equivalent

Herramientas

Basic computer skills

Descripción del empleo

Position Summary

Provide through monitoring agent performance, answering questions, training employees, and providing floorsupport. Act as a Bi-Lingual call center team lead.

Schedule: Monday–Friday, 8:00 AM – 6:00 PM CST

Responsibilities

• Provide support to agents by answering questions and assisting with calls.
• Report any employee issues or concerns to the supervisor.
• Monitor agent calls and provide quality assurance evaluations.
• Provide immediate feedback, including rewarding employee performance, coaching and counseling.
• Responsible for the collection and handling of sensitive customer data, including credit card numbers.
• Maintain client and customer confidentiality.
• Maintain all project productivity, efficiency, and quality goals.
• Arrive at work on time and adhere to attendance expectations.
• Assist in the training and development of new employees through demonstration, answering questions, observing and offering constructive feedback.
• Act as a subject matter expert for the program for other departments.
• Other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Prior work experience in a customer service role preferred.
• Excellent telephone etiquette and ability to communicate effectively.
• Ability to speak confidently and persuasively with customers.
• Ability to demonstrate professionalism and enthusiasm on each call.
• Ability to handle stress, including difficult or emotional customers.
• Accurate spelling and strong writing skills.
• Basic computer and keyboarding skills; knowledge of internet and e-mail preferred.

About 1840 & Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.

We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.