Spanish TL

Spanish Team Leader (CSR/Financial) – BGC Taguig

Are you ready to make an impact? Join as a SPANISH SPEAKING TEAM LEADER and jumpstart your career

Benefits:

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

24 Leaves Annually

Summary/Description:

Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.

The role will also require the individual to motivate, mentor, coach and groom the team.

Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.



Key Qualifications:

Amenable to work in shifting schedules.

Amenable to work ONSITE (BGC Taguig).

Able to start ASAP


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 team’s 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