Spanish Bilingual Team Leader (CSR) – BGC Taguig

Are you ready to make an impact? Join as a SPANISH SPEAKING TEAM LEADER  and jumpstart your career!

Summary/Description:

• Manage a team of CSR associates in BPO operations. 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.

Key Qualifications:

• Amenable to work in shifting schedules.

• Amenable to work ONSITE (BGC Taguig).

• Able to start ASAP

 Education and other requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry

• Bachelors 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

General Knowledge & Skills:

• 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

 Job Responsibilities:

• 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 team’s 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, mentor team members on implementing improvement ideas/Six sigma/lean projects

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)

• Quarterly performance bonus

• Outstanding career development opportunities

• 24 Leaves Annually

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.”

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Please refer to job description.