Spanish Call Center Team Leader
- Taguig City, Metro Manila
- Permanent
- Full-time
- HMO coverage for the employee and two dependents starting on Day 1
- Quarterly performance bonuses
- Excellent opportunities for career growth
- 24 annual leave days
- Willing to work in rotating shifts
- Open to working onsite at BGC, Taguig
- Able to start immediately
- 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
- 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