Spanish Call Center Team Leader

TASQ Staffing Solutions; Taguig; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

HMO for employee & 2 dependents from D

Quarterly performance bonuses

Job summary

TASQ Staffing Solutions in Manila is hiring a Spanish-speaking Team Leader for our on-site BGC, Taguig office. You will manage and coach a dedicated team handling voice interactions, ensuring service levels and escalation resolution.

The role requires 4+ years in customer service within BPO, a Bachelor’s degree, and at least B2 level Spanish. You’ll drive performance, coaching, and process improvements while coordinating with QA and operations.

Qualifications

• Willingness to work in shifting schedules.
• Must be available for on-site work in BGC, Taguig.
• Ability to start immediately.
• 4+ years of customer service experience in BPO/BPM.
• Bachelors degree in any field.
• Spanish proficiency at least B2 (CEFR/Berlitz).
• Experience as team lead for Spanish-speaking agents (voice).

Responsibilities

• Manage teams with resource planning, career development, performance management, and attrition management.
• Provide coaching and support to team members and address skill/motivation gaps.
• Address escalations and develop action plans until resolution.
• Implement and oversee governance both internally and externally.
• Keep teams updated with process changes and targets.
• Identify opportunities for process improvement and mentor team members on improvements.

Skills

Spanish language proficiency

Leadership experience

Team coaching

Education

Bachelor's degree

Job description

About the job Spanish Call Center Team Leader

TASQ is hiring a team leader for our Spanish account. The pre-screening interview will take place over the phone, so please ensure your line is available.

Key Qualifications:

• Willingness to work in shifting schedules.
• Must be available for on-site work in BGC, Taguig.
• Ability to start immediately.

Requirements:

• A minimum of 4 years of customer service experience in the BPO/BPM industry.
• Bachelors degree in any field.
• At least B2 Level Spanish proficiency according to CEFR or Berlitz standards.
• Previous experience as a team lead for Spanish-speaking agents handling voice interactions (inbound or outbound calls).
• Over 2 years in leadership roles.

Job Responsibilities:

• Manage teams effectively by handling tasks such as resource planning, career development, performance management, and attrition management.
• Provide coaching and support to team members, helping to bridge knowledge gaps and address skill and motivation issues.
• Address user/customer escalations and develop action plans to resolve any concerns, taking ownership until resolution.
• Regularly implement and oversee internal and external governance.
• Keep the team updated with the latest process changes and individual/team targets.
• Identify opportunities for process improvement and mentor team members in implementing improvement ideas/Six Sigma/lean projects.
• Health Maintenance Organization (HMO) coverage for the employee and 2 dependents from day one.
• Quarterly performance bonuses.