Team Lead - Spanish Voice Process
Job Description
Job Description: Team Leader Spanish Voice ProcessLocation: Pune, India
Position Summary
We are seeking a dynamic and experienced Team Leader to oversee the Spanish Voice Process team at our Pune location. The ideal candidate will be fluent in Spanish, possess excellent communication and leadership skills, and demonstrate a proven ability to manage and motivate teams to achieve performance targets.
Key Responsibilities
Team Management: Supervise, mentor, and guide a team of Spanish-speaking agents to ensure high performance and professional development.Performance Monitoring: Track and evaluate individual and team performance against established metrics (KPIs, SLAs) and provide actionable feedback.
Process Improvement: Identify process gaps and implement improvements to enhance efficiency, productivity, and customer satisfaction.
Client Interaction: Act as the point of contact for client escalations, process updates, and feedback related to the Spanish voice process.
Training and Development: Organize regular training sessions to upskill the team in language proficiency, process knowledge, and soft skills.
Reporting: Prepare and present periodic performance reports to senior management, highlighting achievements, challenges, and proposed solutions.
Compliance and Quality: Ensure adherence to company policies, quality standards, and regulatory guidelines.
Requirements
Language Proficiency: Fluency in Spanish (both spoken and written) and English.
Experience
Minimum 2-4 years of experience in a similar role in a BPO/Call Center environment.
Prior Experience Managing Spanish Voice Processes Is Preferred.
Education: Graduate in any discipline (certification in Spanish is a plus).
Skills
Strong leadership and people management abilities.
Excellent problem-solving and decision-making skills.
Strong organizational and multitasking abilities.
Proficiency in MS Office (Excel, Word, PowerPoint).
Skills: language proficiency,people management,spanish,fluency in spanish,proficiency in ms office,fluent in english,organizational abilities,fluency in english,organizational skills,leadership,ms office proficiency (excel, word, powerpoint),multitasking,key performance indicators,proficiency in ms office (excel, word, powerpoint),bpo,ms office proficiency,leadership skills,service level agreement management,communication,voice process,problem-solving,decision-making,team leadership,fluent in spanish