: Team Leader (Spanish & English)

Location: Villamayor, Salamanca (Fully On-Site)

Position Type: Full-Time, Permanent Contract

Working Model: 100% On-Site

Language Requirements: High Level / Fluent in Spanish & English (B2+/C1+)

About the Role

We are looking for a bilingual Team Leader to join our team in Villamayor, Salamanca. In this role, you will lead daily service operations, support and mentor team members, monitor performance, and drive service quality across our operations. If you bring strong leadership experience, call center operational know-how, and fluency in English, we welcome your application.

Key Responsibilities

- Team Leadership & Operational Guidance: Lead, mentor, and motivate a team of agents on a 24/7 medical assistance platform, fostering professional growth, strong engagement, and a supportive work culture.
- Daily Operations Management: Oversee day-to-day department activities, manage workflow, optimize resource allocation, and support the team through high-demand scenarios and complex escalations.
- Quality & Performance Monitoring: Track key operational metrics (KPIs), analyze activity and quality indicators, audit English call recordings, and execute continuous improvement initiatives.
- Stakeholder & Client Communication: Participate in international operational meetings conducted in English and collaborate closely with cross-functional departments to ensure seamless service delivery.
- Support & Incident Resolution: Provide direct assistance to team members during delicate support requests, peak volume periods, and critical operational incidents.
- Reporting & Compliance: Prepare, analyze,



and deliver operational performance reports to support data-driven decision-making, cost control, and organizational goals.

Minimum Requirements & Qualifications

- Experience: Minimum 2 years of experience as a Team Leader, Supervisor, Coordinator, or similar leadership role within telephone support, contact center, customer service, or assistance platform environments (experience in insurance or medical assistance is a strong plus).
- Languages: High level / Fluent in both Spanish and English (essential for auditing English calls, attending international meetings, and communicating across general teams).
- Operational Skills: Solid understanding of contact center operational processes, KPI tracking, quality auditing, and incident management.
- Leadership Capabilities: Excellent leadership, communication, organizational, and problem-solving skills with a proactive, service-oriented mindset.
- Availability: Willingness and flexibility to work fully on-site in Villamayor, Salamanca, supporting continuous platform operations operating 24/7 (rotational shifts across AM, PM, nights, weekends, and holidays).

What We Offer

- Contract: Permanent contract with immediate start in an international setting.
- Salary Package:
- Base Salary: €27,320 gross annual fixed salary.
- Language Allowance: Dedicated language bonus (€1,950.84 annual base).
- Shift Supplements: Additional compensation for weekend, holiday, and night shifts.
- Variable Compensation: Annual performance-based variable target (up to €7,500).
- Work Location: 100% On-Site in Villamayor, Salamanca.
- Shift Structure: Full-time intensive schedule with defined rotational shifts (AM / PM / Night).
- Benefits: Exclusive employee discount club for you and your family.

📌 Spanish & English Speaking Team Leader (on-site) (Salamanca)
🏢 Cross Border Talents
📍 Salamanca