Spanish Call Center Team Leader (Taguig)

TASQ Staffing Solutions; Taguig; Vor Ort; PHP 334.800 - 502.200; Vollzeit

Benefits dieser Stelle

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

24 Leaves Annually

Zusammenfassung

A leading staffing solutions provider is seeking a Spanish Call Center Team Leader in Taguig. This role involves managing and coaching a team of Spanish-speaking agents, ensuring effective customer service and performance management. Applicants should have at least four years of experience in the BPO industry and a Bachelor’s degree. Proficiency in Spanish at a B2 level is essential. This is an onsite position and offers career development opportunities, an HMO for employees and dependents, and a performance bonus.

Qualifikationen

• Minimum of 4 years of customer service experience in the BPO/BPM industry.
• Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz.
• 3+ years of experience as a team leader managing Spanish-speaking agents.

Aufgaben

• Manage teams, including resource planning and performance management.
• Coach team members and address knowledge gaps.
• Handle customer escalations until resolution.
• Implement internal governance and process improvements.

Kenntnisse

Team leadership

Coaching

Customer service

Spanish proficiency

Performance management

Ausbildung

Bachelor's degree in any course

Jobbeschreibung

Spanish Call Center Team Leader - Taguig

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

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

Educationand 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
• Amenable to working in shifting schedules.
• Amenable to working ONSITE (BGC Taguig).

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