Spanish Team Lead (Onsite: BGC)

TASQ Staffing Solutions; Taguig; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Job summary

A staffing solutions company is seeking a Spanish Team Lead to manage a team of Spanish-speaking agents in Taguig. With a focus on customer service, the ideal candidate will have at least 4 years of experience in the BPO/BPM industry, strong leadership skills, and must be fluent in Spanish (B2 level). This role offers opportunities for coaching and team development, along with a performance bonus and comprehensive HMO starting on Day 1.

Qualifications

• Minimum experience of 4 years with customer service in the BPO/BPM industry.
• Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz.
• A minimum of 3 years in the role of a Team Leader handling Spanish speaking agents.

Responsibilities

• Effectively manage teams and resource planning.
• Coach and develop team members.
• Handle user/customer escalations.
• Conduct quality assessments of agents' performance.
• Identify process improvement ideas.

Skills

Customer care operations

Managing teams

Coaching and mentoring

Excellent communication in English and Spanish

Decision making and analytical ability

Education

Bachelor's degree in any course

Job description

About the job Spanish Team Lead (Onsite: BGC)

Key Qualifications:

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

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
• Bachelors 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, mentor team members on implementing improvement ideas/Six sigma/lean projects
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus