Service Delivery Team Lead (Spanish)

Company Description

Jadeer is hiring on behalf of one of our Future Group brands for the role of Service Delivery Team Lead (Spanish). The company is a fast-growing customer experience and business process outsourcing company that specializes in delivering multilingual support solutions for global brands. With a strong focus on operational excellence, digital transformation, and customer satisfaction, the company combines innovative technology with people-driven strategies to provide seamless and high-quality customer experiences across multiple industries.

Job Description

• Oversee daily operations within the contact center, ensuring adherence to policies and quality standards.
• Lead, inspire, and develop a team of agents to deliver exceptional customer service in Spanish.
• Analyze performance metrics to identify areas for improvement and implement proactive solutions.
• Manage customer queries and complaints, ensuring swift and satisfactory resolutions.
• Coordinate with other teams to streamline processes and enhance overall service delivery.
• Drive initiatives aimed at improving team morale and increasing job satisfaction among members.
• Stay updated on industry practices and customer service technologies.
• Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.

Qualifications

• Bachelor's degree in Business Administration, Communication, or a relevant field.
• Proven experience of 3+ years as a Team Leader in a Contact Center environment.
• Fluent or near-native proficiency in Spanish with excellent communication skills.
• Strong leadership and team management skills, with the ability to motivate and support team members.
• Proficient in using CRM software and contact center technologies.
• Demonstrated ability to handle multiple tasks, prioritize, and meet deadlines.
• Exceptional problem-solving and decision-making skills.
• Experience in the Translation & Localization industry is a plus.

Additional Information

Working Conditions:

• Working Hours: US shift.
• Working model: Hybrid
• Working Days: 5 days (2 days Off)
• Reporting To: Service Delivery Assistant Manager.