Spanish Call Center Team Leader - Taguig
- Taguig City, Metro Manila
- Permanent
- Full-time
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 24 Leaves Annually
- 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
- Amenable to working in shifting schedules.
- Amenable to working ONSITE (BGC Taguig).
- 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