Transcom

We’re CX fanatics, as passionate about our clients as their fans are. That’s why the world’s most-loved brands rely on us. Right now, we’re looking for a Spanish-English speaking Team Leader to guide, inspire, and support our customer service representatives in delivering top-notch customer experiences. If you’re ready to lead a team of CX experts, we want you to join us!

Join us as a Team Leader!

As a Team Leader, you will be largely responsible and driving the many aspects of the business while working either in the capacity of a Manager, a Leader or a Coach. On a daily basis you are involved in impacting the positive coaching and development of your team, and driving the business operational needs.

Be the crucial key to our team's success. As a team leader your mission will be:

• Provide precise information to generate the earnings and growth forecast;
• Notify, guarantee and monitor the operating targets assigned to each of the agents forming the team;
• Act in line with the guidelines set by the Company giving an example to the remaining employees;
• Respond proactively to the variations in the established service levels and targets, with smooth communication to the team to achieve adequate adaptation;
• Meet and exceed the targets set by each service, review and assess the performance reports and promoting specific measures to attain such targets;
• Ensure that CSRs are familiar with the targets. Attend internal meetings to optimize service operations or the services of their area of responsibility;
• Support RTM in controlling the traffic, to adapt the distribution of tasks within the team in line with service levels;
• Prepare reports on the evolution of your team’s performance in relation to results and the service quality offered;
• Advise the team on their on-going professional development, motivate and lead the work team.

What’s in it for you?

• International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
• Continuous development through our internal learning platforms and external training;
• Permanent full-time contract with attractive salary;
• Vacation and holiday bonuses - twice a year or divided monthly you’ll receive an additional bonus related to each month of work;
• Language bonus - you’ll work in an international market which gives you an additional bonus related to the language associated with;
• Employee Referral Program: Receive an additional bonus for every successful referral;
• Additional benefits such as discounts at various retail store chains.

What are we looking for:

• Native or fluent in Spanish (C1+);

• Advanced spoken and written English skills (C1+);

• Proven experience in a customer service environment;

• Proven experience in a leadership role within a customer service environment is a plus;

• Strong communication and interpersonal skills;

• Excellent problem solving skills and attention to detail;

• Ability to manage and motivate a team.

What is life like at Transcom?

Transcom is a global customer experience specialist, offering consulting, customer service, sales, technical support, and collections via our vast network of contact centers and remote agents. We have 30,000+ customer experience specialists in 29 countries with 90+ locations, providing services in 33 languages to international brands in various industries. Transcom is an equal opportunity employer, committed to providing fair and inclusive opportunities for all, regardless of gender.

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.