Bilingual Team Lead (Spanish & English)

• Lead, motivate, and manage a team of customer service agents.
  
• Conduct regular team meetings, huddles, and one-on-one coaching sessions.
  
• Monitor attendance, adherence, and schedule compliance.
  
• Drive employee engagement and maintain a positive work environment.
  
• Performance Management
  
• Track and manage team KPIs, including:
  
• Customer Satisfaction (CSAT)
  
• Net Promoter Score (NPS) (if applicable)
  
• Quality Scores
  
• Average Handle Time (AHT)
  
• First Call Resolution (FCR)
  
• Productivity and Occupancy
  
• Service Level Adherence
  
• Develop action plans for underperforming team members.
  
• Conduct performance reviews and document coaching sessions.
  
• Quality & Customer Experience
  
• Monitor calls, chats, emails, and case handling quality.
  
• Ensure compliance with client requirements and company policies.
  
• Analyze customer feedback and implement improvement initiatives.
  
• Escalate customer concerns when necessary.
  
• Reporting & Analysis
  
• Prepare daily, weekly, and monthly performance reports.
  
• Analyze trends and identify opportunities for operational improvements.
  
• Collaborate with Workforce Management (WFM), Quality Assurance (QA), and Training teams.
  
• Training & Development
  
• Support onboarding and nesting of new hires.
  
• Identify training needs and coordinate refresher sessions.
  
• Develop team capabilities through coaching and mentoring.
  
• Stakeholder Management
  
• Communicate operational updates to management.
  
• Support client meetings and business reviews when required.
  
• Partner with Operations Managers to achieve business objectives.
  

Requirements

• Bachelor's degree in any relevant field.
  
• Experience Minimum 1 year of experience as a Team Leader in a BPO/Contact Center environment.
  
• Experience managing customer service teams across voice, chat, email, and/or back-office operations.
  
• Proven track record of achieving operational and customer experience targets.
  

• Strong understanding of contact center operations, KPIs, and performance metrics.
  
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
  
• Experience using CRM systems, workforce management tools, and performance reporting platforms.
  
• Strong analytical skills with the ability to interpret data and develop action plans.
  

• Demonstrated coaching, mentoring, and people development skills.
  
• Experience in performance management, including conducting coaching sessions and handling performance improvement plans.
  
• Strong problem-solving and conflict resolution abilities.
  
• Ability to make sound decisions and drive accountability within the team.
  
• Proven ability to manage multiple priorities in a fast-paced environment.
  

• Excellent verbal and written communication skills.
  
• Strong presentation and stakeholder management capabilities.
  
• Ability to provide constructive feedback and influence positive behavioral change.
  
• Strong interpersonal skills with the ability to build effective working relationships across all levels.