Spanish Call Center Team Leader

TASQ Staffing Solutions; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A staffing solutions company is looking for a Spanish Team Leader located in BGC, Taguig. The ideal candidate will have at least 4 years of customer service experience, a bachelor's degree, and B2 level Spanish proficiency. Responsibilities include managing teams, providing coaching, and implementing process improvements. Competitive benefits include HMO coverage from day one and quarterly performance bonuses.

Benefits

Health Maintenance Organization (HMO) coverage

Quarterly performance bonuses

Excellent career development opportunities

24 leave days per year

Qualifications

• Minimum of 4 years of customer service experience in the BPO/BPM industry.
• At least 2 years in leadership roles managing teams.
• Ability to start immediately.

Responsibilities

• Manage teams, including resource planning and performance management.
• Provide coaching and support to team members.
• Address customer escalations and oversee issue resolution.
• Implement process improvements and mentor team members.

Skills

Customer service experience

Leadership

Spanish proficiency (B2 level)

Coaching

Education

Bachelor's degree in any field

Job description

Overview

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.

Position: Spanish Team Leader (BGC)

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.

Benefits

• Health Maintenance Organization (HMO) coverage for the employee and 2 dependents from day one.
• Quarterly performance bonuses.
• Excellent career development opportunities.
• 24 leave days per year.