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.
Inspiring 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.
Skilled 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