Bilingual Team Leader (Spanish/English)

• Supervise and lead a team to ensure peak performance and compliance with established policies and procedures.
• Offer guidance, coaching, and support to team members to elevate their skills and performance levels.
• Cultivate a positive and collaborative team culture, promoting open communication and teamwork.
• Guarantee that client interactions meet quality standards and align with company guidelines.
• Conduct routine quality assessments and deliver constructive feedback to team members for ongoing improvement.
• Identify training requirements and collaborate with the training team to address skill gaps.
• Continuously provide coaching and support for skill enhancement and career development.

Success Criteria

An individual with strong leadership, communication, and problem-solving skills, as well as industry knowledge and a proven track record in managing teams. Someone who is adaptable, empathetic, and focused on continuous improvement, with a history of ethical conduct and previous leadership experience in a call center setting.

Qualifications

• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Demonstrated experience in overseeing remote teams.
• Capability to manage sensitive information discreetly.
• Creative and strategic thinking aptitude.
• Adaptability to evolving trends and algorithms.
• Effective organizational and time management expertise.
• Prior experience in remote work is preferred.
• Backup Device
• Backup Wifi
• Backup Power

Job Duties and Responsibilities

• Oversee and coordinate the daily operations of agents, including strategic resource planning and the implementation of call center strategies.
• Provide operational guidance and act as a subject matter expert for all work-related duties.
• Demonstrate strong leadership, effective people management, and provide administrative support.
• Train, coach, monitor, support, inspire, and enforce discipline among team members.
• Develop daily/weekly/monthly performance action plans addressing quality, and other performance metrics.
• Offer regular feedback and coaching based on statistical or historical data, as well as qualitative information and problem identification.
• Generate appropriate documentation to address behavioral or performance-related issues/opportunities for team members and ensure corrective action is taken. Monitor team results against targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD), and/or project-to-date basis.
• Stay updated on internal work processes, policies, and procedures, attending required manager development training.
• Keep employee attrition and absenteeism within controllable limits.
• Uphold company core values and culture.

Job Type: Full-time

Experience:

• Bilingual Team Lead: 1 year (Required)
• Bilingual Customer Service: 1 year (Required)
• Call Center: 5 years (Required)

Language:

• English fluently (Required)