Bilingual Team Lead - English and Spanish

2 days ago

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Hands Working Virtually, Inc.

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eCommmerce • Phone Support • Email Handling • Quality Call/Email Monitoring • Live Chat

51 - 200

Description

• Coordinate Customer Service Team(s) for different campaigns • Provide Direct Customer Support • Review and Resolve Escalations • Evaluate Team Members • Support Process Improvement • Train New Hires/Support agent(s)/Clients during the nesting period • Review and Approve Timesheets via Bamboo HR • Liaison between teams and clients as needed • Manage Attendance, Performance, Quality, Coaching, Mentoring • Work closely with our QA team • Attend bi-weekly management meetings • Help maintain SOPs, Knowledgebases, and Training Documents • Check-in with each team daily • Review each day's work thoroughly to ensure agent(s) are meeting KPIs, Metrics, and Goals.

Requirements

• Experience in managing small to large teams • Knowledgeable in Quality Assurance Monitoring • Management Experience specifically in a call center • Knowledge in speaking Spanish • Knowledgeable in reporting • Excellent English Grammar • Well versed in eCommerce Platforms such as Shopify, Magento, Woo Commerce, Big Commerce • Well versed in Customer Support Ticketing Platforms such as Zendesk, Gorgias, Five9 • 5+ years of Customer Support Experience • Team leadership • Performance evaluation • Conflict resolution • Problem-solving skills • Communication skills