Spanish Team Lead (Spanish Bilingual)

Job Description:

• Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications in both English and Spanish.
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

General Knowledge & Skills:

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications in both English and Spanish.
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Education and other requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry
• Bachelors degree in any course
• Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz
• A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF SPANISH SPEAKING AGENTS DOING VOICE CALLS.
• Willingness to work in rotational shifts

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually

Place of work