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Cross Country Infotech
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Team Leader - Spanish

Team Leader - Spanish

Cross Country Infotech

7 - 12 years

5 - 10 Lacs

Pune

Posted:1 day ago| Platform:

Apply

Skills Required

Relationship management Administration Career development Team management Performance management Process improvement MS Outlook Healthcare Spanish Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Detailedduties and responsibilities:

Responsible for managing team of associates.

Independently handle, assist the customer to determine problemsand provide resolutions on any customer care issues & service problems,coordinate escalations, assess customerneeds.

Motivating associates through effective management, careerdevelopment & implementation of reporting mechanisms.

Liaison with other areas of the company affecting technicalsupport. One on One Relationship management

Analysis of reports including process dashboards, team performancereports, initiating appropriate action plans & initiate trainings.

Manage attendance & attendance incentive for the team.Managing periodic shift level projects/initiatives & responsible for theadministrative aspects of the group/shift.

Capable of handling client escalations

Mentor and assist new hires

Should have experience in handling a voice business

Develop and maintain good relationship with key customerstakeholders

Conduct respective Team Huddles/Meeting/One on One&feedback sessions.

Managing team attrition and developing career pathing for teammembers.

Handling escalation calls when required.

Ensure compliance to floor & company policies.

To update oneself with changes in the process flow or changes inthe company and/or floor policy

Expected to participate in any process improvement initiativesstarted in the process

Requirements Technical skills

- Excellent MS-Outlook and MS-Word skills.

- Professional Spanish language skills- should be able toseamlessly communicate with clients and internal teams.

- Excellent writing and comprehension skills

Behavioural skills

- Ability tocomprehensively communicate with internal customers, colleagues and superiors,both face to face and via telephone

- Self-drivenand precise work approach

- Highlyself-motivated to achieve high standards in both quantity and quality.

- Integrity anddesire to comply with all legal and moral standards

- Serviceoriented and customer focused

- Ability to prioritizetasks appropriately and recognize when issues need escalation

- Teammanagement & Performance Management skills.

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Team Leader - Spanish