Team Lead - Spanish Language

• *Job Title: Team Leader – Spanish (BPO Voice / Collections Process)**

• *Location: Noida**

• *Experience Required:**

• Minimum **1\+ year of experience as a Team Leader in Spanish voice process (Customer Service or Collections)**
• Overall, **4–6 years of experience in BPO voice/customer service or collections**

• *Job Summary:**

We are hiring an experienced **Spanish\-speaking Team Leader** to manage a team in a **BPO Voice (Customer Service / Collections) process**. The role requires strong leadership skills, the ability to handle Spanish\-speaking customers, drive team performance, and ensure high\-quality service delivery across customer interactions and collections operations.

• *Key Responsibilities:**

• Lead and manage a team of **Spanish\-speaking agents (Customer Service / Collections)**
• Drive performance to meet **KPIs** such as CSAT, AHT, FCR, Promise to Pay (PTP), Recovery %, and SLA adherence
• Monitor **call quality, productivity, and compliance standards**
• Conduct **team huddles, coaching sessions, and performance evaluations**
• Handle **customer escalations and complex cases in Spanish**
• Ensure adherence to **collections policies, regulatory guidelines, and process compliance**
• Analyze reports and identify **performance improvement opportunities**
• Collaborate with internal teams and stakeholders for process optimization
• **Good English Communication**

• *Required Skills \& Qualifications:**

• **Mandatory: B2 level Spanish certification** (as per CEFR – DELE/SIELE/TELC or equivalent)
• **Fluency in Spanish and English (spoken \& written)**
• Minimum **2 years of experience as a Team Leader in Spanish voice process (Customer Service or Collections)**
• Strong knowledge of **BPO voice operations and collections processes**
• Hands\-on experience with **customer handling, debt recovery, and escalations**
• Excellent **leadership, communication, and people management skills**
• Ability to **analyze performance data and drive results**

• *Preferred Qualifications:**

• Experience with **US/LatAm customers or international processes**
• Familiarity with **dialers, CRM tools, and collections systems**
• Exposure to **quality audits and compliance frameworks**
• Graduate in any discipline

• *Key Competencies:**

• Team Leadership \& Coaching
• Customer Handling \& Negotiation Skills
• Collections Strategy \& Recovery Management
• Performance Management \& Reporting
• Problem\-solving \& Decision\-making

• *Additional Information:**

• Flexible to work in **rotational/night shifts**
• Immediate joiners preferred

Please share your resume jaya.kumari@provana.com

Pay: ₹600,000\.00 \- ₹1,300,000\.00 per year

Benefits

• Food provided
• Health insurance
• Provident Fund

Work Location: In person