Spanish Call Center Team Lead — Onsite (Taguig)

TASQ Staffing Solutions; Taguig; On-site; PHP 558,000 - 781,200; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

24 Leaves Annually

Job summary

A staffing solutions firm in Taguig is looking for a Spanish Insurance Call Center Team Leader to oversee a team of CSR associates. Responsibilities include managing team performance, coaching staff, and handling customer escalations. Candidates must have substantial experience in BPO operations and must be proficient in both English and Spanish. The role offers competitive benefits including an HMO and a quarterly performance bonus.

Qualifications

• 4+ years of customer service experience in BPO/BPM.
• 3+ years as a team leader handling Spanish-speaking agents.
• Flexible with rotational shifts and onsite work.

Responsibilities

• Manage teams with resource and performance planning.
• Coach team members and bridge knowledge gaps.
• Handle client/customer escalations and resolutions.
• Conduct quality assessment for performance improvement.

Skills

Knowledge of Customer care operations

Managing teams

Excellent verbal communication (English & Spanish)

Decision-making and analytical ability

Education

Bachelor's degree in any course

Minimum B2 Level Spanish Proficiency

Job description

Spanish Insurance Call Center Team Leader - Taguig

Job Openings Spanish Insurance Call Center Team Leader - Taguig

About the job Spanish Insurance Call Center Team Leader - Taguig

TASQ is looking for a team leader for a Spanish insurance account in Taguig.

:

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

Summary/Description:

• Manage a team of CSR associates in BPO operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach, and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Key Qualifications:

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

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
• 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
• 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 and mentor team members on implementing improvement ideas/Six sigma/lean projects