Taking applicationsVoice Support·Posted 8d ago
Service Delivery Team leader‑ Spanish
Future GroupVerified company
On-site — Cairo, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
US hours
Location
Cairo, Egypt
SpanishMid level
About the role
A full-time on-site team leader role in Maadi, Cairo, managing a 150+ person Spanish-language call-center account and a team of agents. It requires 3+ years of contact-center team leadership, fluent Spanish, and US-shift availability.
What you'll do
- Oversee daily contact center operations
- Lead and develop a team of agents
- Analyze performance metrics and implement improvements
- Manage customer queries and complaints
- Coordinate with other teams to streamline processes
- Improve team morale and job satisfaction
- Conduct regular training sessions
What you'll need
- Bachelor's degree in Business Administration, Communication, or relevant field
- 3+ years as a Team Leader in a contact center
- Fluent or near-native Spanish
- Strong leadership and team management skills
- Proficiency with CRM software and contact center technologies
- Ability to multitask, prioritize, and meet deadlines
- Problem-solving and decision-making skills
Skills
Team leadershipCall center operationsSpanish communicationCRM softwarePerformance metrics analysisCustomer complaint resolutionTraining deliveryProcess improvement
About Future Group
Future Group is a global leader in innovative digital experience solutions powered by human expertise and cutting-edge AI. With over 30 years of experience, we enable people and organizations to communicate across cultures and scale globally.
Language Services / BPO1001-5000 employeesHQ: Dubai, UAE
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