Spanish Call Center Team Leader - Taguig

TASQ is currently seeking a team leader for our Spanish account. The initial pre-screening interview will be conducted via phone, so please ensure your contact line is accessible.

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

**Benefits**

- HMO coverage for the employee and two dependents from day one.

- Quarterly performance bonuses.

- Strong opportunities for career growth and development.

- 24 paid leave days annually.

**Key Qualifications:**

- Flexibility to work in rotating shifts.

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

- Ability to commence employment immediately.

**Requirements:**

- At least 4 years of customer service experience within the BPO/BPM industry.

- Bachelor's degree in any field.

- Proficiency in Spanish at B2 level or higher, as per CEFR or Berlitz standards.

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

- Over 2 years of leadership experience.

**Job Responsibilities:**

- Effectively lead and manage teams by overseeing resource planning, career development, performance management, and attrition control.

- Provide coaching and support to team members to enhance skills, address knowledge gaps, and boost motivation.

- Handle escalations from users/customers and develop action plans to resolve issues, maintaining ownership until resolution.

- Ensure compliance with internal and external governance standards through regular monitoring.

- Keep the team informed about process updates and individual or team targets.

- Identify opportunities for process improvements and mentor team members in implementing enhancement initiatives, including Six Sigma and lean projects.