Team Leader - Bilingual (Fluent in English & Spanish)

Support Services Group is looking for a highly energetic and collaborative Bilingual Team Lead (native English that speaks Spanish).  This role will report into the Operations Manager or as designated by the Director of Operations.

Candidate should have Excellent written and verbal communication skills and ability to liaise with client organizations and multiple stakeholders to be successful in this role.

The primary objective of The Call Center Team Leader is to implement policies and procedures to foster an environment of excellence in servicing our customers.

This includes leading and managing a team of Call Center agents, interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs, driving operational excellence and building competencies for delivery.

As a Call Center Team Lead at Support Services Group, this is your opportunity to:

• Be responsible for directly managing a staff of associates

• Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets

• Collaborate with site leadership in creating Call Center reports (production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)

• Collaborate with leadership and quality team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed

• Establish a transparent communication plan with Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues ·

• Ensure setting smart goals for team members and provide regular feedback, appraisal and coaching to ensure performance

• Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables

• Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals

Additionally:

• Assist with Call Audits when necessary

• Conduct call listening and assess the call based on quality forms provided

• Ensure that information provided during the call done by the agents are accurate

• Timely and accurate completion of standard and advanced quality forms, reports and analysis

• Complete ad hoc reports as requested

• Adhere to call audit targets

• Attend and participate in quality calibration session

• Provide immediate education, report error trends and propose action plans to mitigate errors, as needed

You Bring:

• Bilingual native English that speaks Spanish.
• Excellent comprehension and communication skill (verbal and written) within the organization and with clients

• Must have some background in administration and as a Call Center agent.

• High proficiency in using MS Excel and PowerPoint

• Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report.

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers.  We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

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Last updated on Jan 13, 2025