Future Group

Operates multi-format Indian retail networks

Service Delivery Team Lead - Spanish

Customer SupportConfirmed live in the last 24 hours

Full-timeAl Maadi, Maadi, Cairo Governorate, EgyptNo salary listed

About the Job

Requirements

A bachelor's degree in Business Administration, Communication, or a relevant field is required.
At least 3 years of experience as a Team Leader in a contact center environment is required.
Fluent or near-native Spanish proficiency and strong communication skills are required.
Strong leadership and team management skills, including the ability to motivate and support team members, are required.
Proficiency with customer relationship management software and contact center technologies is required.
The ability to handle multiple tasks, prioritize, and meet deadlines is required.
Problem-solving and decision-making skills are required.

Responsibilities

Oversee daily contact center operations, ensuring adherence to policies and quality standards.
Lead, inspire, and develop a team of agents to deliver customer service in Spanish.
Analyze performance metrics to identify improvement areas and implement proactive solutions.
Manage customer queries and complaints, ensuring swift and satisfactory resolutions.
Coordinate with other teams to streamline processes and enhance service delivery.
Drive initiatives to improve team morale and job satisfaction.
Stay updated on industry practices and customer service technologies.
Conduct regular training sessions to ensure agents understand product knowledge and service protocols.

Desired Qualifications

Experience in the translation and localization industry is a plus.

Job Description

Oversee daily operations within the contact center, ensuring adherence to policies and quality standards.
Lead, inspire, and develop a team of agents to deliver exceptional customer service in Spanish.
Analyze performance metrics to identify areas for improvement and implement proactive solutions.
Manage customer queries and complaints, ensuring swift and satisfactory resolutions.
Coordinate with other teams to streamline processes and enhance overall service delivery.
Drive initiatives aimed at improving team morale and increasing job satisfaction among members.
Stay updated on industry practices and customer service technologies.
Conduct regular training sessions to ensure agents are well-versed in product knowledge and service protocols.

Qualifications

Bachelor's degree in Business Administration, Communication, or a relevant field.
Proven experience of 3+ years as a Team Leader in a Contact Center environment.
Fluent or near-native proficiency in Spanish with excellent communication skills.
Strong leadership and team management skills, with the ability to motivate and support team members.
Proficient in using CRM software and contact center technologies.
Demonstrated ability to handle multiple tasks, prioritize, and meet deadlines.
Exceptional problem-solving and decision-making skills.
Experience in the Translation & Localization industry is a plus.

Additional Information

Working Conditions:

Working Hours: US shift.
Working model: Hybrid
Working Days: 5 days (2 days Off)
Reporting To: Service Delivery Assistant Manager.

About the Company

Future Group

Operates multi-format Indian retail networks

Future Group operates as a major Indian retail network with multiple formats. It connects a diverse set of buyers, sellers, and manufacturers to serve around 220 million customers every year, sourcing products and services from over 30,000 entrepreneurs and manufacturers across India. How it works: the group runs a range of retail formats and brings together goods from many suppliers for consumers to purchase in its stores, focusing on the consumption space to drive economic development. How it differs from competitors: it leverages a vast, nationwide ecosystem of retailers, suppliers, and communities to create scale and local relevance, aiming to grow the customer base and community impact through a broad retail footprint. The goal: to serve customers and stakeholders by creating and executing future scenarios in the consumption space that promote economic development.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: India
Founded: 2013

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