Spanish Call Center Team Leader (Taguig)

Position: Spanish Team Leader (Taguig) | Onsite

Benefits:

• HMO coverage for the employee and two dependents starting on Day 1
• Quarterly performance bonuses
• Excellent opportunities for career growth
• 24 annual leave days

Qualifications:

• Willing to work in rotating shifts
• Open to working onsite at BGC, Taguig
• Able to start immediately

Education and Other Requirements:

• At least 4 years of customer service experience within the BPO/BPM industry
• Bachelor's degree in any field
• At least B2-level proficiency in Spanish according to CEFR or Berlitz standards
• Minimum of 3 years in a Team Leader role, with experience managing a team of Spanish-speaking agents handling voice calls
• Willing to work in rotational shifts

Job Responsibilities:

• Effectively lead and manage teams, including resource planning, career development, performance management, and attrition control
• Coach and support team members by addressing knowledge gaps and skill or motivation issues
• Handle customer or user escalations, develop action plans, and ensure issues are resolved with ownership
• Regularly develop and implement internal and external governance procedures
• Keep the team updated on process changes, targets, and key performance indicators
• Identify opportunities for process improvements and mentor team members on implementing Six Sigma, lean projects, or other improvement initiatives