Spanish Bilingual Team Leader - Metro Manila, Pilipinas - Wells Fargo

Paglalarawan

• Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team
• Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact
• Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation
• Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
• Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams
• Provide guidance and subject matter expertise to Customer Service Representatives on managing the day to day administration
• Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience

• 6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military, education
• 2 years Spanish Bilingual Team Lead/Supervisor experience required
• Experience in coaching and people management
• Must be amenable to work on night shift, weekends and/ or holidays, split rest days
• Must be amenable to work onsite in Taguig