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Spanish Account Team Lead
2 weeks ago
TASQ is hiring a team leader for our Spanish account.
**Benefits:**
- Health Maintenance Organization (HMO) coverage for the employee and 2 dependents from day one.
- Quarterly performance bonuses.
- Excellent career development opportunities.
- 24 leave days per year.
**Position:** Spanish Team Leader (BGC)
**Key Qualifications:**
- Willingness to work in shifting schedules.
- Must be available for on-site work in BGC, Taguig.
- Ability to start immediately.
**Requirements:**
- A minimum of 4 years of customer service experience in the BPO/BPM industry.
- Bachelors degree in any field.
- At least B2 Level Spanish proficiency according to CEFR or Berlitz standards.
- Previous experience as a team lead for Spanish-speaking agents handling voice interactions (inbound or outbound calls).
- Over 2 years in leadership roles.
**Job Responsibilities:**
- Manage teams effectively by handling tasks such as resource planning, career development, performance management, and attrition management.
- Provide coaching and support to team members, helping to bridge knowledge gaps and address skill and motivation issues.
- Address user/customer escalations and develop action plans to resolve any concerns, taking ownership until resolution.
- Regularly implement and oversee internal and external governance.
- Keep the team updated with the latest process changes and individual/team targets.
- Identify opportunities for process improvement and mentor team members in implementing improvement ideas/Six Sigma/lean projects.
