• We are seeking a Spanish Team Lead to manage a team of Customer Service Representatives (CSR) in BPO operations. The primary focus of this role is to oversee the day-to-day performance and service delivery of the team, ensuring operational excellence and adherence to client and internal commitments. The individual will be responsible for motivating, mentoring, coaching, and developing team members, while driving compliance with process guidelines and knowledge management standards. Additionally, the role requires taking full ownership of customer escalations and complaints, ensuring timely and effective resolutions in alignment with quality and service expectations.

Key Qualifications:

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

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
• 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
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• 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

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