Team Lead, Customer Success (Spanish Bilingual)

Strategic & Tactical Team Leadership & Coaching:

• Supervise and mentor a team of 7-15 agents, ensuring high engagement and performance.
• Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery.
• Foster a culture of accountability, collaboration, and continuous learning.

Performance & Quality Management:

• Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction.
• Review call recordings, emails, and chat interactions to provide constructive feedback.
• Develop action plans to improve agent performance and customer interactions.

Operational Oversight & Business Continuity:

• Collaborate with workforce management to optimize staffing and scheduling.
• Escalate operational risks or service disruptions and implement mitigation strategies.
• Contribute to process enhancements and the development of service-level strategies.

Customer Experience & Continuous Improvement:

• Identify trends in customer feedback, complaints, and escalations to improve service processes.
• Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement.
• Champion a proactive service model, ensuring customers receive best-in-class support.