Deskripsi Pekerjaan
Are you a bilingual professional with a passion for leadership and operational excellence? Hinduja Global Solutions (HGS) is seeking an energetic, results-driven Spanish Operations Supervisor (Team Leader) to join our dynamic team in Quezon City. In this role, you will be the driving force behind a dedicated team of bilingual customer service specialists serving our Spanish-speaking market.
As an Operations Supervisor, you will not only oversee daily operations but also act as a mentor, coach, and strategist. You will ensure your team consistently hits key performance indicators (KPIs) while maintaining a supportive and highly collaborative work environment. If you possess native or near-native Spanish proficiency, strong leadership capabilities, and thrive in a fast-paced BPO setting, HGS offers the perfect platform to elevate your career. Enjoy competitive compensation, comprehensive healthcare benefits, and unparalleled opportunities for professional advancement within a global BPO leader.
Tanggung Jawab
- Oversee the daily performance of the Spanish-speaking customer service team to ensure all service level agreements (SLAs) and client targets are met.
- Provide continuous coaching, constructive feedback, and performance evaluations to enhance team productivity and bilingual communication skills.
- Analyze key call center metrics (AHT, CSAT, Quality Assurance scores, Shrinkage) and implement strategic action plans to address gaps.
- Act as the primary point of escalation for complex customer inquiries, resolving issues effectively in both English and Spanish.
- Conduct regular team meetings and one-on-one feedback sessions to keep team members aligned on operational goals and company updates.
- Collaborate closely with Quality Assurance, Training, and Client Account Managers to align on quality standards and process updates.
- Foster a positive, inclusive, and high-performance team culture to minimize attrition and boost employee engagement.
Kualifikasi
- Near-native fluency in written and spoken Spanish, with professional proficiency in English.
- At least 2 to 3 years of experience as a Team Leader or Supervisor in a BPO/Call Center environment.
- Strong working knowledge of standard BPO metrics, operational processes, and workforce management basics.
- Demonstrated ability to coach, mentor, and motivate a diverse team to achieve performance benchmarks.
- Excellent interpersonal, organizational, and conflict-resolution skills.
- Ability to work in a fast-paced environment and adapt to flexible shift schedules (including night shifts and weekends).
- Proficiency in using MS Office applications (particularly Excel and PowerPoint) and CRM platforms.