الوظائف / وظائف كول سنتر / Spanish Contact Center Team Leader

Spanish Contact Center Team Leader

Jadeer - مصر - Egypt
توظيف: دوام كامل

Job Description

About the job Spanish Contact Center Team Leader About Us: Join one of the leading Translation & Localization Companies in the world! Future Group Company is leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA. We're currently expanding our team globally, join our global team in our new journey now! Job Summary: As a Spanish Contact Center Team Lead, your role is to oversee and manage the operations of a Spanish-speaking call center team. You will be responsible for leading a group of customer service representatives who handle incoming and outgoing calls in Spanish, ensuring that they provide excellent service and meet performance targets. Job Descriptions
  • Provide Direct Customer Support through various channels.
  • Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Manage a team of 25+ interpreters.
  • Investigate and resolve customer complaints and queries particularly escalated ones.
  • Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA.
  • Continuously monitor the performance of the team, and craft tailored development plans for each member.
  • Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
  • Create a healthy and comfortable work environment.
  • Conduct coaching sessions and 1:1s in an organized manner.
  • Monitor calls/QA tickets and provide feedback.
  • Support Process Improvement and contribute to process optimization.
  • Support team members by answering questions and providing knowledge or solutions.
  • Monitor adherence and conformance to shifts and schedules.
Job Requirements
  • Bachelors degree.
  • Spanish fluent speaker .
  • Minimum 5 years experience in a call center environment.
  • 2-3 years of experience as a leader (managing voice)
  • Preferred to have Interpretation Management Experience.
  • Knowledge of issues and terminology of the interpreter profession.
Work Conditions:
  • Working Hours: US shift.
  • Working model: Hybrid (Office and remotely)
  • Working Days: 5 days (2 days Off)

قدم على موقع الوظيفة
تاريخ النشر: اليوم
الناشر: Laimoon
تاريخ النشر: اليوم
الناشر: Laimoon