Team Manager | Bilingual (Spanish) | Remote | Banking
Core
Lead a bilingual team to improve customer experience metrics (Resolution and CSAT) in US banking and financial services through call listening, behavioral coaching, and continuous improvement.
Role type
Team Manager (BPO/Call Center)
Builds
Customer service operations for US banking clients (credit card, collections, auto loan)
Domain
Banking/Financial Services / BPO
Required skills
Team leadership, behavioral coaching, data analysis, verbal and written communication, bilingual Spanish/English
Preferred skills
US banking background, credit card/collections/auto loan experience, employee retention strategies
Responsibilities
Manage team performance on Customer Experience metrics, conduct call listening and behavioral coaching, execute weekly audits and compliance reviews, address attendance and attrition issues, present team performance to clients, drive employee engagement activities
Seniority
Mid-level, hands-on IC