bilingual Team Leader (spanish speaking) | start date: 15 februaryTranscosmos

Job Title: Bilingual Team Leader (Spanish Speaking)
Start Date: 15 February 2021
Languages: English and Spanish
The Team Leader is responsible for providing and supporting the day to day provision of the Services and promoting the technical knowledge and understanding of the Customer Service Team in a manner which is conducive to effective working relationships and in line with transcosmos' values and objectives.
In order to provide this high level of service the Team Leader will be required to effectively manage their available resource groups, including team members, equipment, information and technologies, and to ensure that all necessary information is available to, and understood by their team-members.
Key Tasks and Responsibilities
Manage the day-to-day operation of the team
Ensure the service meets Service Levels and KPIs
Monitor and report on performance on various channels, the team and employees
Monitor, manage, and seek to continually improve agent performance
Contribute to continuous improvement
Maintain a quality business relationship with all customers
Handle internal and external escalation and complaints
Plan, coordinate, and chair regular meetings with employees
Provide support to team members by coaching, mentoring, training and guide their development. Arrange for necessary actions when and where required
Participate in recruitment and selection of employees
Follow and ensure TCIS' policies and procedures are followed
Promote positive employee behaviors by leading by example
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:
Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
Computer knowledge including Social Media platforms and Internet
Call/Contact Center ticketing tools, i.e. Zendesk (or similar CRM platform)
Call/Contact Center call management tools, i.e. 8x8 (or similar)
SAP
Behavioral:
Excellent written and verbal communication- Spanish
Excellent personnel management skills
Ability to take right decisions, strong sense of ownership and accountability
Flexible, adaptable and able to work to tight deadlines
Ability to apply creativity to resolving problems
Ability to build effective working relationships at all levels
Positive and enthusiastic personality and approach to work
Willing to learn new skills and grow with the company
Qualifications [EDUCATION and/or EXPERIENCE]
At least High school diploma or equivalent
At least three years' experience in Customer Service or SSC/BPO
Previous experience in SSC/BPO and Customer Service nice-to-have
Languages
Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
English and Spanish
Benefits
We are offering you the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader. At Transcosmos, we pride ourself on a fun, healthy and encouraging work environment within the premium district of McKinley Hill, Taguig.
We also reward of our staff with great benefits including:
· Competitive compensation packages
· HMO/Medical and dental coverage
· Life insurance
· Non-taxable allowances
· Night differential
· And much much more!
Workable

Taguig City, Metro Manila
Permanent
Full-time