Service Delivery Team leader- Spanish
Are You an Experienced Contact Center Team Leader Ready to Lead High-Performing Spanish Customer Service Teams?
Join our global organization delivering world-class multilingual customer experience solutions to clients across the globe. We are looking for an enthusiastic and results-driven Spanish Team Leader to inspire, coach, and empower our customer service teams while driving operational excellence and outstanding customer satisfaction.
Take the Next Step in Your Leadership Career
As a Team Leader, you will play a key role in managing daily contact center operations, developing your team, and ensuring the highest standards of service quality. This is an exciting opportunity to work in a multinational environment where your leadership skills will directly contribute to operational success and continuous improvement.
Key Responsibilities – Spanish Contact Center Team Leader
Lead and oversee the daily operations of the contact center, ensuring compliance with company policies, service standards, and performance objectives.
Coach, motivate, and develop a team of Spanish-speaking customer service representatives to consistently deliver an exceptional customer experience.
Monitor individual and team performance through KPIs and operational metrics, identifying improvement opportunities and implementing effective action plans.
Handle escalated customer concerns and complaints, ensuring timely and satisfactory resolutions.
Collaborate with cross-functional teams to improve workflows, optimize operational efficiency, and enhance service delivery.
Foster a positive and engaging work environment by promoting employee development, recognition, and team morale.
Stay informed about industry trends, customer service best practices, and emerging contact center technologies.
Conduct regular coaching sessions, training, and performance reviews to ensure continuous development and adherence to service standards.
Essential Skills, Experience & Qualifications
Bachelor's degree in Business Administration, Communications, or a related field.
1+ year of experience as a Team Leader within a Contact Center or BPO environment.
Native or near-native proficiency in Spanish, with excellent verbal and written communication skills.
Strong leadership, coaching, and people management skills with the ability to inspire high-performing teams.
Experience working with CRM systems and contact center technologies.
Excellent analytical, problem-solving, and decision-making abilities.
Ability to manage multiple priorities and perform effectively in a fast-paced environment.
Previous experience in the Translation & Localization industry is considered a strong advantage.
What We Offer Our Team Leaders
Competitive compensation package and attractive benefits.
Career growth opportunities within a leading multinational organization.
A collaborative and supportive work environment that encourages innovation and continuous learning.
The opportunity to lead multicultural teams and make a meaningful impact on customer experience and operational performance.
Work Conditions
Model: On-site (Maadi)
Hours: US Shift
Days: 5 working days (2 fixed days off)
Reporting To: Service Delivery Assistant Manager (SDAM)
- Department
- Customer Service
- Locations
- Cairo, Egypt
- Employment type
- Full-time
- Seniority Level
- Lead
About Jadeer
Jadeer is an HR solutions company that helps businesses build high-performing teams. We connect companies with the right talent, develop effective HR strategies, manage employee relations, automate HR processes, and streamline operations.
Our expert team leverages industry knowledge, technology, and proven processes to understand each client's unique needs and provide tailored solutions to help them succeed - whether filling critical roles, scaling teams, enhancing processes, or achieving short-term goals.