Team Manager, Sales Support - Spanish

Essential Duties and Responsibilities

The Key responsibilities of the MLAC Team Lead are:

• Manage the day to day workload of the team.
• Become the subject matter expert of the Key Accounts within but not limited to the MLAC Region.
• Provide nd oversee support provided to Key Accounts within but not limited to the MLAC Region.
• Lead the team towards meeting team targets, Key Performance Objectives, Service Level Agreement and other deliverables.
• Monitor each team member to make sure that they follow IHG policies as stated in the Employee Handbook
• Coordinate with HR in case there are disciplinary or performance issues to be addressed in the team.
• Prepare, submit and interpret weekly, monthly, and quarterly reports to business partners and stakeholders.
• Process escalated calls or emails from team members
• Address customer complaints and track resolutions.
• Achieve employee engagement target.
• Handle complex and escalated customer service issues
• Update processes and any internal documentation as needed.
• Cascade process changes to the team and mentor new team members.
• Evaluate and audit team performance

Required Skills

•  Bilingual Speaker. Fluent in both English and Spanish Language
• Experience and knowledge of sales principles and techniques including but not limited to SAM
• Clear, concise and succinct communication skills, including adapting both verbal and written communication to the needs and level of user. 
• Time management skills, attention to detail and ability to manage multiple tasks/clients required. 
• Ability to build and manage relationships with Key Accounts. Ability to interact on a professional level with management and clients.
• Ability to maintain a consistent, high quality customer-focused orientation, including providing clear, accurate information; explaining procedures or materials or providing supplemental information; anticipating problems or questions.
• Excellent PC Skills (including Word; Excel; Outlook)
• Knowledge and experience of Sales Systems is a plus.
• Demonstrates the ability to work effectively in a remote setup during graveyard shifts.

Qualifications

•     Associate degree or bachelor’s degree or technical institute degree/certificate or an equivalent combination of education and work-related experience.

Experience

• Leadership skills is a plus
• With progressive work-related experience within a regional sales team, or similar environment, with demonstrated proficiency and understanding of one or more functions related to the position.