Job Description
About the job Spanish Contact Center Team Leader
About Us:
Join one of the leading Translation & Localization Companies in the world! Future Group Company is leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA.
We're currently expanding our team globally, join our global team in our new journey now!
Job Summary:
As a Spanish Contact Center Team Lead, your role is to oversee and manage the operations of a Spanish-speaking call center team. You will be responsible for leading a group of customer service representatives who handle incoming and outgoing calls in Spanish, ensuring that they provide excellent service and meet performance targets.
Job Descriptions
- Provide Direct Customer Support through various channels.
- Improve and sustain team performance to deliver and exceed assigned key performance indicators (KPIs) and Manage a team of 25+ interpreters.
- Investigate and resolve customer complaints and queries particularly escalated ones.
- Provide feedback and support to the Client Relations Team to ensure all issues are resolved according to CS SLA.
- Continuously monitor the performance of the team, and craft tailored development plans for each member.
- Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
- Create a healthy and comfortable work environment.
- Conduct coaching sessions and 1:1s in an organized manner.
- Monitor calls/QA tickets and provide feedback.
- Support Process Improvement and contribute to process optimization.
- Support team members by answering questions and providing knowledge or solutions.
- Monitor adherence and conformance to shifts and schedules.
Job Requirements
- Bachelors degree.
- Spanish fluent speaker.
- Minimum 5 years experience in a call center environment.
- 2-3 years of experience as a leader (managing voice)
- Preferred to have Interpretation Management Experience.
- Knowledge of issues and terminology of the interpreter profession.
Work Conditions:
- Working Hours: US shift.
- Working model: Hybrid (Office and remotely)
- Working Days: 5 days (2 days Off)
Job Details
- Job Location
- Cairo Egypt
- Company Industry
- Other Business Support Services
- Company Type
- Unspecified
- Employment Type
- Unspecified
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- Unspecified