Spanish Call Center Team Leader

3 days ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time


Position: Spanish Team Leader (Taguig) | Onsite

Benefits:

  • HMO coverage for the employee and two dependents starting on Day 1
  • Quarterly performance bonuses
  • Excellent opportunities for career growth
  • 24 annual leave days

Qualifications:

  • Willing to work in rotating shifts
  • Open to working onsite at BGC, Taguig
  • Able to start immediately

Education and Other Requirements:

  • At least 4 years of customer service experience within the BPO/BPM industry
  • Bachelor's degree in any field
  • At least B2-level proficiency in Spanish according to CEFR or Berlitz standards
  • Minimum of 3 years in a Team Leader role, with experience managing a team of Spanish-speaking agents handling voice calls
  • Willing to work in rotational shifts

Job Responsibilities:

  • Effectively lead and manage teams, including resource planning, career development, performance management, and attrition control
  • Coach and support team members by addressing knowledge gaps and skill or motivation issues
  • Handle customer or user escalations, develop action plans, and ensure issues are resolved with ownership
  • Regularly develop and implement internal and external governance procedures
  • Keep the team updated on process changes, targets, and key performance indicators
  • Identify opportunities for process improvements and mentor team members on implementing Six Sigma, lean projects, or other improvement initiatives

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