Spanish Bilingual Team Lead

6 days ago

Ortigas Metro Manila, Philippines iSupport Worldwide Full time ₱400,000 - ₱800,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Spanish Bilingual Team Lead to lead a team of representatives in delivering outstanding service and efficient issue resolution. You'll monitor performance metrics, manage escalations, coach team members, and drive continuous improvement. If you're fluent in Spanish and English, passionate about team leadership, and skilled in CRM tools, this role offers an exciting opportunity to make an impact in a fast-paced environment.

You will provide the best service to our partner brands by performing these tasks:

  • Supervise daily operations of the customer care team to ensure service quality and efficiency.
  • Monitor KPIs, call/chat volumes, and service levels to meet performance goals.
  • Coach, mentor, and train team members to maintain high engagement and productivity.
  • Handle customer escalations and provide timely, effective resolutions.
  • Conduct performance evaluations and support employee growth and retention.
  • Collaborate with leadership to improve workflows, tools, and customer satisfaction.
  • Maintain accurate reports and documentation of performance and escalations.
  • Assist in hiring, onboarding, and continuous training of customer care staff.
  • Stay updated on company policies, promotions, and customer care best practices.
Who are we looking for?
  • Bachelor's degree in any field (Business, Communications, or related preferred).
  • 4+ years of customer service experience, with at least 1 year in a supervisory role.
  • Bilingual – fluent in Spanish and English (required).
  • Proficient in Microsoft 365 (Teams, Excel, Outlook, PowerPoint) and CRM tools (MS Dynamics preferred).
  • Experience in call center or parking industry is an advantage.
  • Strong leadership, problem-solving, and analytical skills.
  • Excellent verbal and written communication abilities.
  • Highly organized, proactive, and able to work in a fast-paced environment.
Company Perks:
  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

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