Spanish BPO Team Leader - BGC, Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 670,000 - 893,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On

Quarterly performance bonus

24 Leaves Annually

Job summary

TASQ Staffing Solutions is seeking a Spanish BPO Team Leader to oversee an onsite team in BGC Taguig. The role requires managing performance, coaching staff, and handling escalations with a focus on delivering quality customer service in Spanish.

Candidate must have 4+ years in BPO customer service, a Bachelor's degree, and at least B2 level Spanish proficiency. Willingness to work in rotational shifts and onsite presence is required.

Qualifications

• Minimum 4 years of customer service experience in the BPO/BPM industry.
• Bachelor's degree in any course.
• Minimum B2 level Spanish proficiency (CEFR/Berlitz).
• Minimum 3 years in a team-leader role with Spanish-speaking agents doing voice calls.
• Willingness to work in rotational shifts.

Responsibilities

• Effectively manage teams, including resource planning, career planning, performance management, attrition management, etc.
• Coach and help develop team members; bridge knowledge gaps and overcome skill gaps.
• Handle user/customer escalations and formulate actions to resolve concerns with ownership until resolution.
• Regularly formulate and execute internal and external governance.
• Familiarize the team with latest process updates and changes, team and individual targets.
• Identify process improvement ideas and mentor team members on implementing improvement ideas/Six Sigma/Lean projects.

Skills

Spanish proficiency

Team leadership

BPO/BPM experience

Shift flexibility

Onsite work

Education

Bachelor's degree

Job description

About the job Spanish BPO Team Leader - BGC, Taguig

About the Job: Spanish Team Leader (Taguig) | Onsite

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 24 Leaves Annually

Qualifications:

• Amenable to working in shifting schedules.
• Amenable to working ONSITE (BGC Taguig).
• Able to start ASAP

Education and other requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry
• Bachelor's 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
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas and mentor team members on implementing improvement ideas/Six sigma/lean projects