Spanish Team Leader (Voice)

Job Description:

Job Description

Detailed duties and responsibilities:

• Responsible for managing team of associates.
• Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs.
• Motivating associates through effective management, career development & implementation of reporting mechanisms.
• Liaison with other areas of the company affecting technical support. One on One Relationship management
• Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.
• Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
• Capable of handling client escalations
• Mentor and assist new hires
• Should have experience in handling a voice business
• Develop and maintain good relationship with key customer stakeholders
• Conduct respective Team Huddles/Meeting/One on One’s & feedback sessions.
• Managing team attrition and developing career pathing for team members.
• Handling escalation calls when required.
• Ensure compliance to floor & company policies.
• To update oneself with changes in the process flow or changes in the company and/or floor policy
• Expected to participate in any process improvement initiatives started in the process

Requirements

Technical skills

• Excellent MS-Outlook and MS-Word skills.
• Professional Spanish language skills- should be able to seamlessly communicate with clients and internal teams.
• Excellent writing and comprehension skills

Behavioural skills

• Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone
• Self-driven and precise work approach
• Highly self-motivated to achieve high standards in both quantity and quality.
• Integrity and desire to comply with all legal and moral standards
• Service oriented and customer focused
• Ability to prioritize tasks appropriately and recognize when issues need escalation
• Team management & Performance Management skills.