Deskripsi Pekerjaan
Are you a bilingual leader ready to take the next step in your career? A7 Recruitment is seeking a high-performing Spanish Bilingual Team Lead to join our premier BPO account in Taguig City. In this pivotal role, you will bridge the gap between our international clients and our local talent, ensuring operational excellence and top-tier customer satisfaction.
We are looking for an inspiring mentor who thrives in a fast-paced environment and possesses the ability to drive team metrics while fostering a positive, inclusive workplace culture. If you are fluent in Spanish and English and have a track record of success in BPO operations, we want to hear from you!
Tanggung Jawab
- Lead, mentor, and coach a team of bilingual customer service representatives to exceed KPIs.
- Monitor performance metrics and implement action plans to improve quality scores and efficiency.
- Conduct regular team huddles and 1-on-1 performance reviews to facilitate professional growth.
- Serve as the primary point of escalation for complex Spanish-language customer inquiries.
- Collaborate with internal stakeholders to streamline operational workflows and improve service delivery.
- Maintain compliance with company policies and client-specific service level agreements (SLAs).
- Prepare and present performance reports to senior leadership on a weekly and monthly basis.
Kualifikasi
- Advanced proficiency in both Spanish and English (written and verbal).
- Minimum of 2-3 years of experience in BPO operations, specifically in a leadership or supervisory capacity.
- Demonstrated ability to motivate teams and drive high-performance results.
- Solid understanding of BPO metrics, including CSAT, AHT, and FCR.
- Strong problem-solving skills and the ability to navigate high-pressure situations.
- Exceptional communication and interpersonal skills.
- Willingness to work in flexible shifts to support international business hours.