Spanish Team Leader

Spanish Team leader

About Us: IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies.

With a reputation for excellence in the aviation/airline industry, we are dedicated to ensuring our passengers have a safe, comfortable, and enjoyable journey. As part of our ongoing commitment to customer satisfaction, we are expanding our 24-hour contact center team and are seeking a dynamic and experienced Team Leader to lead our dedicated team.

Position Overview: As a Team Leader in our 24-hour Airline Contact Center, you will play a pivotal role in ensuring the smooth operation of our customer service team around the clock. You will lead a group of dedicated agents, providing guidance, support, and mentorship to ensure our passengers receive the highest level of service.

Key Responsibilities:

• Lead and motivate a team of contact center agents, ensuring performance targets and service level agreements are consistently met or exceeded.

• Monitor and manage team KPIs, including call handling times, first call resolution, customer satisfaction scores, and other relevant metrics.
• Conduct regular team meetings, share performance feedback, provide coaching and training as needed.
• Act as a point of escalation for complex customer inquiries or issues, demonstrating effective problem-solving skills and ensuring resolutions are achieved in a timely manner.

• Collaborate with other departments within the company to streamline processes and improve overall customer experience.
• Assist in the recruitment, onboarding, and training of new team members.

• Foster a positive and inclusive team culture, encouraging continuous learning and development.

Qualifications: Proven experience in a leadership or supervisory role within a high-volume contact center environment, preferably in the airline industry.

• Strong understanding of airline operations, policies, and procedures.

• Excellent communication and interpersonal skills.

• Ability to work flexible hours in a 24-hour operation, including evenings, weekends, and holidays.

• Proficiency in customer relationship management (CRM) software and contact center technology.

• Demonstrated problem-solving and decision-making abilities. Ability to remain calm and composed in high-pressure situations.

Why IGT Solutions

Competitive salary and benefits package.

Opportunities for career advancement and professional development within a fast-growing company.

A collaborative and supportive work environment.

How to Apply: If you are a motivated and experienced leader looking to take the next step in your career, we invite you to apply by sending your resume and cover letter to [Confidential Information]

Please include Team Leader - 24 Hour Contact Center in the subject line.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.