- Location: Villamayor, Salamanca (Greater Salamanca Metropolitan Area)
- Position Type: Full-Time, Permanent Employment Contract
- Work Model: 100% On-Site
- Languages Required: High Level / Fluent Spanish & English (B2+ / C1+ minimum)
- Shift Pattern: Full-time rotational schedule (Mornings / Afternoons / Nights / Weekends / Holidays)

About the Role

We are seeking an energetic, analytical, and people-oriented Bilingual Team Leader to join our operational center in Villamayor, Salamanca .

In this critical role, you will be responsible for leading daily service delivery, mentoring a team of specialized agents, monitoring key performance indicators (KPIs), and ensuring exceptional service quality across our 24/7 medical assistance platform .

As a Team Leader, you act as the central bridge between frontline operations, general corporate stakeholders, and complex client workflows. If you bring solid experience in contact center management, structured team guidance, and professional fluency in both Spanish and English, this position offers an outstanding platform to grow your leadership career within an international environment.

Key Responsibilities

- Team Leadership & Mentorship
- Lead, motivate,



and develop a high-performing team of contact center agents operating on a high-stakes, 24/7 medical assistance platform.
- Conduct regular 1-on-1 coaching sessions, provide constructive performance feedback, and foster an engaging, inclusive, and collaborative work culture.

- Daily Operations Management

- Oversee real-time service levels, daily department workflows, and agent call queues to ensure operational balance and efficiency.
- Dynamically allocate resources and guide the operational team through high-volume peak periods, emergency escalations, and unexpected workload surges.

- Quality Assurance & KPI Monitoring

- Monitor and analyze core contact center operational metrics (SLA, AHT, CSAT, FCR, and abandon rates).
- Regularly conduct thorough quality audits on English and Spanish customer interactions, ensuring protocol adherence, active empathy, and accurate medical dispatch procedures.

- Stakeholder & Client Communication

- Actively prepare for, lead, and participate in international operational meetings held in English.
- Collaborate closely with cross-border operational leadership,

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