• 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 communication skills in both English and Spanish.
• Strong decision-making and analytical abilities
• Demonstrate patience and passion for problem solving, ability to utilize knowledge bases and tools
• Effectively manage teams, including tasks such as resource planning, career planning, performance management, and attrition management
• 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, maintaining ownership until 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 such as training and support for the team’s requirements
• Conduct quality assessments of agents’ performance and formulate trends for performance improvement of agents and teams
• Ensure that team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process updates and changes, as well as team and individual targets
• Identify process improvement ideas and mentor team members on implementing improvement ideas/Six Sigma/lean projects

Education and other requirements:

• Minimum of 4 years of experience in customer service within the BPO/BPM industry
• Bachelor's degree in any field
• Minimum B2 Level Spanish proficiency according to CEFR or Berlitz standards
• A minimum of 3 years in a Team Leader role – MUST HAVE EXPERIENCE MANAGING A TEAM OF SPANISH-SPEAKING AGENTS HANDLING VOICE CALLS.
• Willingness to work in rotational shifts