Spanish Financial BPO Team Lead - Taguig

TASQ is hiring a team leader for our Spanish financial account.

• Benefits :
• HMO (HMO) coverage for the employee and 2 dependents from day one.
• 24 leave days per year.
• Quarterly performance bonuses.
• Excellent career development opportunities.
• 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.