Spanish Bilingual - Team Leader (McKinley Taguig) | Onsite

Work Setup: Onsite (McKinley, Taguig)

Start Date: ASAP

Shift: Shifting Schedules

Minimum Qualifications:

• Language Proficiency: B1 Written and Verbal proficiency in Spanish and English
• Educational Attainment: Completed at least 2 years in college
• Work Experience: At least 3 years of CSR Bilingual Experience
• Leadership Experience: At least 1 year of experience as a Team lead in a BPO company
• Willingness to work onsite in McKinley Hill, Taguig on shifting schedules
• Candidate must have readily available work documents or permits

Responsibilities:

• Performance Management: Monitor, analyze, and report on individual and team metrics, ensuring KPIs (e.g., Average Handle Time, CSAT, Sales Targets) are met.
• Coaching & Development: Provide regular coaching, feedback, and training to team members to improve performance, quality, and skill development.
• Team Leadership: Motivate staff, foster a positive work environment, and handle daily operational issues.
• Quality Assurance: Monitor, check, and approve the work of subordinates (e.g., ticket quality, call quality) and manage, address, and resolve client/customer escalations.
• Operational Support: Manage team attendance, scheduling, and payroll, while ensuring compliance with company and client policies.

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