Spanish Contact Center Team Manager

Exciting Opportunity: Spanish Contact Center Team Manager

Join the forefront of customer support and communication as part of Future Group, a globally recognized leader in Translation & Localization Services. Established in 1994, we've been carving a niche in the industry, offering tailor-made solutions across North & Latin America, Asia, Europe, and MEA.

As our operations continue to expand, we're on the lookout for a passionate and dynamic Spanish Contact Center Team Leader to spearhead our brand-new contact center team. This role represents a unique chance to drive customer satisfaction while working within an enriching, multicultural environment.

Job Brief:

As a Spanish Contact Center Team Leader, you will play a pivotal role in nurturing a team of dedicated contact center agents, ensuring outstanding customer support. Your leadership will be instrumental in fostering an environment that not only meets but exceeds our client's expectations in service delivery.

Key Responsibilities:

• 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.
• Analyse 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.

Job Requirements:

• 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.

Job Conditions:

• Full-Time Position
• Position located in Maadi, with options for partial remote work.

About Future Group:

For nearly three decades, Future Group has propelled the boundaries in Translation & Localization, becoming a beacon of innovation and reliability. With our dedicated teams spread across the globe, we ensure linguistic and cultural nuances are meticulously preserved in every project we undertake. Join us, and be a part of our continued journey to connect the world through language.

If you're enthusiastic about leading a team towards achieving excellence in customer service, and fluent in Spanish, we would love to hear from you. Apply today and step into a role where your efforts are recognized and rewarded.

How to Apply:

Submit your CV and a cover letter outlining your suitability for the role through our careers page. Please mark your application: Spanish Contact Center Team Leader.

• We're looking forward to welcoming you to our team!