Spanish Financial BPO Team Lead - Taguig

TASQ Staffing Solutions; Taguig; In loco; PHP 700.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

HMO for employee and 2 dependents

24 leave days per year

Quarterly performance bonuses

Descrizione del lavoro

TASQ Staffing Solutions in Taguig invites an experienced Spanish-speaking Financial BPO Team Lead to join our on-site team at BGC. You will oversee performance, coaching, and governance for a Spanish-speaking contact center account.

The role requires at least 4 years in BPO customer service, a Bachelor's degree, and proven leadership with 2+ years managing teams. Willingness to work shifting schedules and immediate start are essential.

Competenze

• 4+ years in customer service in BPO/BPM
• Bachelor's degree required
• Spanish proficiency at B2 level or higher
• Experience as team lead for Spanish-speaking agents (voice) (inbound/outbound)

Mansioni

• Lead and manage teams across resource planning and performance management.
• Provide coaching to bridge knowledge gaps and address motivation issues.
• Address user escalations and drive resolution ownership.
• Implement governance and ensure process adherence.
• Keep teams updated on process changes and targets.
• Identify process improvements and mentor Lean/Six Sigma projects.

Conoscenze

Spanish B2

Leadership

People management

Communication

Formazione

Bachelor's degree

Descrizione del lavoro

About the job Spanish Financial BPO Team Lead - Taguig

TASQ is hiring a team leader for our Spanish financial account.

Key Qualifications:

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

• HMO (HMO) coverage for the employee and 2 dependents from day one.
• 24 leave days per year.
• Quarterly performance bonuses.

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.