Spanish Bilingual - Team Leader (McKinley Taguig)

Responsibilities

• Performance Management: Monitor, analyze, and report on individual and team metrics, ensuring KPIs (e.g., Average Handle Time, CSAT, Sales Targets) are met.
• Coaching & Development: Provide regular coaching, feedback, and training to team members to improve performance, quality, and skill development.
• Team Leadership: Motivate staff, foster a positive work environment, and handle daily operational issues.
• Quality Assurance: Monitor, check, and approve the work of subordinates (e.g., ticket quality, call quality) and manage, address, and resolve client/customer escalations.
• Operational Support: Manage team attendance, scheduling, and payroll, while ensuring compliance with company and client policies.