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)