Service Delivery Team Lead (Spanish)
Hybrid · Al Ma`adi, Cairo Governorate, Arab Republic of Egypt
Job Summary
Lead a bilingual Spanish-speaking contact center team, overseeing daily operations, ensuring adherence to quality standards, and coaching agents to deliver exceptional customer service. Drive performance by analyzing metrics, implementing proactive improvements, and coordinating with cross-functional teams to streamline processes. Conduct regular training, stay updated on industry practices, and foster team morale to enhance job satisfaction. Requires a Bachelor's degree, 3+ years of team-lead experience in a contact center, fluent Spanish, strong leadership, CRM proficiency, and the ability to manage multiple tasks and meet deadlines. Hybrid work arrangement based in Maadi (Cairo) with US shift timing.
Required Qualifications
- Bachelor's degree in Business Administration, Communication, or a relevant field
- 3+ years of experience 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
- Proficient in using CRM software and contact center technologies
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