Spanish Insurance Call Center Team Leader - Taguig
TASQ Staffing SolutionsTaguig, Metro Manila, Philippines30+ days ago
Job descriptionManage a team of CSR associates in BPO operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team. The role will also require the individual to motivate, mentor, coach, and groom the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Amenable to working in shifting schedules. Amenable to working ONSITE (BGC Taguig). Able to start ASAP Knowledge of Customer care operations Experience in managing teams Able to coach, mentor, motivate, and interact with people Excellent verbal and written communications in both English and Spanish. Strong decision-making and analytical ability Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools Minimum experience of 4 years with customer service in the BPO / BPM industry Bachelor's degree in any course Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz A minimum of 3 years in the role of a team leader MUST HAVE HANDLED A TEAM OF SPANISH-SPEAKING AGENTS DOING VOICE CALLS. Willingness to work in rotational shifts Effectively manage teams, including tasks such as resource planning, career planning, performance management, attrition management, etc. Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues Handle User / customer escalations and formulate actions to resolve any concerns and ownership till resolution Regularly formulate and execute internal and external governance Effectively handle client escalations and formulate actions to resolve any concerns Work with the operations managers to obtain necessary resources like training and support for the teams requirements Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets Familiarize the team with the latest process update and changes, team and individual targets Identify process improvement ideas and mentor team members on implementing improvement ideas / Six sigma / lean projects
TASQ is looking for a team leader for a Spanish insurance account in Taguig.
Benefits
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 24 Leaves Annually
Summary / Description :
Key Qualifications :
General Knowledge & Skills :
Education and other requirements :
Job Responsibilities :
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Team Leader • Taguig, Metro Manila, Philippines
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