Job Description

Are You an Experienced Contact Center Team Leader Ready to Lead High-Performing Spanish Customer Service Teams?

Join our global organization delivering world-class multilingual customer experience solutions to clients across the globe. We are looking for an enthusiastic and results-driven Spanish Team Leader to inspire, coach, and empower our customer service teams while driving operational excellence and outstanding customer satisfaction.

Take the Next Step in Your Leadership Career

As a Team Leader, you will play a key role in managing daily contact center operations, developing your team, and ensuring the highest standards of service quality. This is an exciting opportunity to work in a multinational environment where your leadership skills will directly contribute to operational success and continuous improvement.

Key Responsibilities – Spanish Contact Center Team Leader

• Lead and oversee the daily operations of the contact center, ensuring compliance with company policies, service standards, and performance objectives.
• Coach, motivate, and develop a team of Spanish-speaking customer service representatives to consistently deliver an exceptional customer experience.
• Monitor individual and team performance through KPIs and operational metrics, identifying improvement opportunities and implementing effective action plans.
• Handle escalated customer concerns and complaints, ensuring timely and satisfactory resolutions.
• Collaborate with cross-functional teams to improve workflows, optimize operational efficiency, and enhance service delivery.
• Foster a positive and engaging work environment by promoting employee development, recognition, and team morale.
• Stay informed about industry trends, customer service best practices, and emerging contact center technologies.
• Conduct regular coaching sessions, training, and performance reviews to ensure continuous development and adherence to service standards.

Essential Skills, Experience & Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 1+ year of experience as a Team Leader within a Contact Center or BPO environment.
• Native or near-native proficiency in Spanish, with excellent verbal and written communication skills.
• Strong leadership, coaching, and people management skills with the ability to inspire high-performing teams.
• Experience working with CRM systems and contact center technologies.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Previous experience in the Translation & Localization industry is considered a strong advantage.

What We Offer Our Team Leaders

• Competitive compensation package and attractive benefits.
• Career growth opportunities within a leading multinational organization.
• A collaborative and supportive work environment that encourages innovation and continuous learning.
• The opportunity to lead multicultural teams and make a meaningful impact on customer experience and operational performance.

Work Conditions

Model: On-site (Maadi)

Hours: US Shift

Days: 5 working days (2 fixed days off)

Reporting To: Service Delivery Assistant Manager (SDAM)