Spanish Team Lead - Taguig (start ASAP)

About the job Spanish Team Leader (BGC)

Benefits: HMO for Employee and 2 Dependents (On Day 1), quarterly performance bonus, outstanding career development opportunities, 24 leaves annually

Key Qualifications:

• Amenable to work in shifting schedules.
• Amenable to work ONSITE (BGC Taguig).
• Able to start ASAP

Requirements:

• A minimum of 4 years with customer service in the BPO/BPM industry
• Bachelor's degree in any course
• Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz
• Must have been a team lead for Spanish speaking agents doing voice work (inbound or outbound calls)
• 2+ years of experience in leadership roles

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
• 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