Spanish Call Center Team Leader

TASQ is hiring a team leader for our Spanish account. The pre-screening interview will take place over the phone, so please ensure your line is available.

**Position:** Spanish Team Leader (BGC)

**Key Qualifications:**

- Willingness to work in shifting schedules.

- Must be available for on-site work in BGC, Taguig.

- Ability to start immediately.

**Requirements:**

- A minimum of 4 years of customer service experience in the BPO/BPM industry.

- Bachelors degree in any field.

- At least B2 Level Spanish proficiency according to CEFR or Berlitz standards.

- Previous experience as a team lead for Spanish-speaking agents handling voice interactions (inbound or outbound calls).

- Over 2 years in leadership roles.

**Job Responsibilities:**

- Manage teams effectively by handling tasks such as resource planning, career development, performance management, and attrition management.

- Provide coaching and support to team members, helping to bridge knowledge gaps and address skill and motivation issues.

- Address user/customer escalations and develop action plans to resolve any concerns, taking ownership until resolution.

- Regularly implement and oversee internal and external governance.

- Keep the team updated with the latest process changes and individual/team targets.

- Identify opportunities for process improvement and mentor team members in implementing improvement ideas/Six Sigma/lean projects.

**Benefits:**

- Health Maintenance Organization (HMO) coverage for the employee and 2 dependents from day one.

- Quarterly performance bonuses.

- Excellent career development opportunities.

- 24 leave days per year.