Urgent Team Lead

5 days ago

Pune, Maharashtra, India R3 Consultant Full time

Team Leader Spanish Voice ProcessLocation Pune IndiaSummary 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

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