Service Delivery Team leader- Spanish

Job Overview

We are seeking an experienced and results-driven Call Center Service Delivery Team Leader to join our dynamic operations team. In this role, you will be responsible for managing end-to-end service delivery for a large-scale client account of 150+ employees, ensuring operational excellence, service quality, cost efficiency, client satisfaction, and continuous business growth.

The ideal candidate is a strategic thinker, strong people leader, and client-focused professional with proven experience in managing voice accounts within a call center environment. You will act as the primary point of contact between the client and internal operations teams, ensuring that all services are delivered in line with contractual agreements, performance targets, and customer expectations.

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.

• 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.

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.

Work Conditions:

• Working Hours: US shift.

• Working model: onsite

• Working Days: 5 days (2 days Off)

• Reporting To: Service Delivery Assistant Manager (SDAM)