Spanish BPO Team Leader - BGC, Taguig

About the Job: Spanish Team Leader (Taguig) | Onsite

Benefits:

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

Qualifications:

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

Education and other requirements:

• Minimum experience 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
• 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

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 and mentor team members on implementing improvement ideas/Six sigma/lean projects