Service Delivery Team Lead - Spanish

Spanish Contact Center Team Leader Lead and oversee the daily operations of the contact center, ensuring compliance with company policies, service standards, and performance objectives. Coach, motivate, and develop a team of Spanish-speaking customer service representatives to consistently deliver an exceptional customer experience. Monitor individual and team performance through KPIs and operational metrics, identifying improvement opportunities and implementing effective action plans. Handle escalated customer concerns and complaints, ensuring timely and satisfactory resolutions. Collaborate with cross-functional teams to improve workflows, optimize operational efficiency, and enhance service delivery. Foster a positive and engaging work environment by promoting employee development, recognition, and team morale. Stay informed about industry trends, customer service best practices, and emerging contact center technologies. Conduct regular coaching sessions, training, and performance reviews to ensure continuous development and adherence to service standards. What We Offer Our Team Leaders Competitive compensation package and attractive benefits. Career growth opportunities within a leading multinational organization.

Desired Candidate Profile

Essential Skills, Experience & Qualifications Bachelor's degree in Business Administration, Communications, or a related field. 1+ year of experience as a Team Leader within a Contact Center or BPO environment. Native or near-native proficiency in Spanish, with excellent verbal and written communication skills. Strong leadership, coaching, and people management skills with the ability to inspire high-performing teams. Experience working with CRM systems and contact center technologies. Excellent analytical, problem-solving, and decision-making abilities. Ability to manage multiple priorities and perform effectively in a fast-paced environment. Previous experience in the Translation & Localization industry is considered a strong advantage.