Job Description: Job Description

Detailed duties and responsibilities:

- Responsible for managing team of associates.
- Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs.
- Motivating associates through effective management, career development & implementation of reporting mechanisms.
- Liaison with other areas of the company affecting technical support. One on One Relationship management
- Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.
- Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
- Capable of handling client escalations
- Mentor and assist recent hires
- Should have experience in handling a voice business
- Develop and maintain good relationship with key customer stakeholders
- Conduct respective Team Huddles/Meeting/One on One’s & feedback sessions.
- Managing team attrition and developing career pathing for team members.




- Handling escalation calls when required.
- Ensure compliance to floor & company policies.
- To update oneself with changes in the process flow or changes in the company and/or floor policy
- Expected to participate in any process improvement initiatives started in the process

Requirements Technical skills

- Excellent MS-Outlook and MS-Word skills.
- Professional Spanish language skills- should be able to seamlessly communicate with clients and internal teams.
- Excellent writing and comprehension skills

Behavioural skills

- Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone
- Self-driven and precise work approach
- Highly self-motivated to achieve high standards in both quantity and quality.
- Integrity and desire to comply with all legal and moral standards
- Service oriented and customer focused
- Ability to prioritize tasks appropriately and recognize when issues need escalation
- Team management & Performance Management skills.

📌 Spanish Team Leader (Voice) (Pune)
🏢 HigHRise Solutions
📍 Pune