Team Lead with Spanish and English

We are a global community of passionate, fun-loving people who thrive on making a difference on behalf of the world's most exciting brands. We put our people at the center of everything we do, and we give them the resources to make the most of their time with us.

Minimum requirements:

● Proeficiency in English and Spanish

● Excellent, consistent quality scores and other performance metrics

● In-depth knowledge of performance metrics

● Proficient in Excel/Google Sheets

● Proficient in powerpoint/Google Presentations

● Familiar with internal procedures and tools knowledge

Tasks and Responsibilities:

● Own and monitor the performance and calibration on team members

● Frequent 1:1s with team members to solicit feedback on process inefficiencies or

team-related issues

● Deliver performance reviews to team members

● Own and create performance improvement plans

● Communicate vision and strategic vision changes

● Track case handling and time management

● Review and improve case handling flow

● Create, implement, and follow up on individual, team, and site wide action plans and

communicate the initiatives and results with our

client

● Identify and implement initiatives to drive customer satisfaction, increase case quality,

increase efficiency, and boost team productivity - and share the initiatives and results

with our client. Manage the performance and career development of the technical support

team

● Manage responsive relationship with our client to build productive, retention oriented team

culture

● Report weekly according to the KPI performance code calls Own, prepare content, and

present reporting for WBR/MBR/QBR

● Handle all agent scheduling

● Manage the performance and career development of the technical support team

Personal abilities:

● Excellent communication and leadership skills

● Organizational and time-management skills

● Decision-making skills

● Highly organized

● Ability to adapt to a fast paced, dynamic work environment

● Ability to motivate a team



We are seeking teams of bright and diverse individuals to work in a brand-new contact centre which offers a wide range of support to users throughout the World. Our teams are fully multilingual, and you will work within a truly international organization and team. Do you want to build a career within a new multinational fast-growing company in Romania? Are you interested in working for an innovative, technology driven company? If you say yes to these two questions, then we are waiting for your application!