Spanish Financial Account Team Lead - Taguig

TASQ is hiring a team leader for our Spanish account.

• 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.
• 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.