Spanish Team Lead

About the role

Centro is seeking a proactive Spanish Team Lead to oversee a group of customer service agents. You will be responsible for driving performance, ensuring quality, and fostering a positive work environment within a fast‑paced BPO setting.

Key responsibilities

• Lead, motivate and manage a team of Spanish‑speaking customer service agents.
• Conduct regular team meetings, huddles and one‑on‑one coaching sessions.
• Monitor attendance, schedule adherence and compliance.
• Drive employee engagement and maintain a positive workplace culture.
• Track and manage team KPIs such as CSAT, NPS, Quality Scores, AHT, FCR, productivity, occupancy and service‑level adherence.
• Develop action plans for under‑performing members and conduct performance reviews.
• Monitor call, chat, email and case‑handling quality, ensuring compliance with client and company policies.
• Analyze customer feedback, implement improvement initiatives and escalate issues when needed.
• Prepare daily, weekly and monthly performance reports and identify operational improvement opportunities.
• Collaborate with Workforce Management, Quality Assurance and Training teams.
• Support onboarding, identify training needs and deliver coaching and mentoring.
• Communicate operational updates to management and support client meetings and business reviews.
• Partner with Operations Managers to achieve business objectives.

Required profile

• Bachelor’s degree in any relevant field.
• Minimum 1 year experience as a Team Leader in a BPO/contact‑center environment.
• Experience managing multi‑channel (voice, chat, email, back‑office) customer service teams.
• Proven track record of achieving operational and customer‑experience targets.

Required skills