Spanish Bilingual

2 days ago

Pasay, National Capital Region, Philippines Private Advertiser Full time $50,000 - $100,000 per year

JOB FUNCTIONS AND RESPONSIBILITIES:

  • Manage team of 13 or more team members, ensure departmental goals and standards are achieved
  • Communicate company goal, safety practice and ensure all employees remain engaged
  • Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk.
  • Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
  • Conduct performance review and provide appropriate feedback to team members.
  • Perform periodic audits to ensure performance standards are met
  • Accountable for daily operations in department
  • Resolve loans and delinquencies thus to enhance departmental cure rate% results
  • Aim and achieve high Quality & NPS/Stella results (Over and above the set target)
  • Maintaining high employee productivity and teams phone performance metrics
  • Partnering with other department (WFM, Training, HR, Dialer, Facilities etc...)
  • Identify process breakdowns and offer corrective suggestions

Requirements:

  1. Must have a bachelor's degree
  2. Fluency in both English and Spanish, with excellent communication and interpersonal skills
  3. A result driven individual with strong background in leadership
  4. Strong problem-solving, decision-making, and conflict resolution abilities
  5. Proficiency in data analysis and performance management, with the ability to identify and implement process improvements
  6. Demonstrated experience in coaching and developing high-performing teams
  7. Familiarity with customer relationship management (CRM) software and call centre systems

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