Job Title: Team Leader – Spanish (BPO Voice / Collections Process)
Location: Noida
Experience Required:
- Minimum 1+ year of experience as a Team Leader in Spanish voice process (Customer Service or Collections)
- Overall, 4–6 years of experience in BPO voice/customer service or collections
Job Summary:
We are hiring an experienced Spanish-speaking Team Leader to manage a team in a BPO Voice (Customer Service / Collections) process. The role requires strong leadership skills, the ability to handle Spanish-speaking customers, drive team performance, and ensure high-quality service delivery across customer interactions and collections operations.
Key Responsibilities:
- Lead and manage a team of Spanish-speaking agents (Customer Service / Collections)
- Drive performance to meet KPIs such as CSAT, AHT, FCR, Promise to Pay (PTP), Recovery %, and SLA adherence
- Monitor call quality, productivity, and compliance standards
- Conduct team huddles, coaching sessions, and performance evaluations
- Handle customer escalations and complex cases in Spanish
- Ensure adherence to collections policies, regulatory guidelines, and process compliance
- Analyze reports and identify performance improvement opportunities
- Collaborate with internal teams and stakeholders for process optimization
- Good English Communication
Required Skills & Qualifications:
- Mandatory: B2 level Spanish certification (as per CEFR – DELE/SIELE/TELC or equivalent)
- Fluency in Spanish and English (spoken & written)
- Minimum 2 years of experience as a Team Leader in Spanish voice process (Customer Service or Collections)
- Strong knowledge of BPO voice operations and collections processes
- Hands-on experience with customer handling, debt recovery, and escalations
- Excellent leadership, communication, and people management skills
- Ability to analyze performance data and drive results
Preferred Qualifications:
- Experience with US/LatAm customers or international processes
- Familiarity with dialers, CRM tools, and collections systems
- Exposure to quality audits and compliance frameworks
- Graduate in any discipline
Key Competencies:
- Team Leadership & Coaching
- Customer Handling & Negotiation Skills
- Collections Strategy & Recovery Management
- Performance Management & Reporting
- Problem-solving & Decision-making
Additional Information:
- Flexible to work in rotational/night shifts
- Immediate joiners preferred
Please share your resume [email protected]
Pay: ₹600,000.00 - ₹1,300,000.00 per year
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
