Spanish Team Leader

1 day ago

Pune, Maharashtra, India Highrise Solutions LLP Full time ₹ 6,00,000 - ₹ 12,00,000 per year


Job Description:
Job Description

Detailed duties and responsibilities:

  • Responsible for managing team of associates.
  • Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs.
  • Motivating associates through effective management, career development & implementation of reporting mechanisms.
  • Liaison with other areas of the company affecting technical support. One on One Relationship management
  • Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.
  • Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
  • Capable of handling client escalations
  • Mentor and assist new hires
  • Should have experience in handling a voice business
  • Develop and maintain good relationship with key customer stakeholders
  • Conduct respective Team Huddles/Meeting/One on One's & feedback sessions.
  • Managing team attrition and developing career pathing for team members.
  • Handling escalation calls when required.
  • Ensure compliance to floor & company policies.
  • To update oneself with changes in the process flow or changes in the company and/or floor policy
  • Expected to participate in any process improvement initiatives started in the process
Requirements
Technical skills
  • Excellent MS-Outlook and MS-Word skills.
  • Professional Spanish language skills- should be able to seamlessly communicate with clients and internal teams.
  • Excellent writing and comprehension skills

Behavioural skills

  • Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone
  • Self-driven and precise work approach
  • Highly self-motivated to achieve high standards in both quantity and quality.
  • Integrity and desire to comply with all legal and moral standards
  • Service oriented and customer focused
  • Ability to prioritize tasks appropriately and recognize when issues need escalation
  • Team management & Performance Management skills.

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