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 looking for a dynamic, analytical, and people-centered Bilingual Team Leader to join our operational facility in Villamayor, Salamanca.

In this vital position, you will oversee day-to-day service execution, mentor a team of specialized specialists, track key performance indicators (KPIs), and uphold top-tier service standards across our 24/7 medical assistance platform.

As a Team Leader, you serve as the primary link connecting frontline operations, global corporate partners, and complex customer workflows. If you possess proven contact center management experience, structured team coaching skills, and professional fluency in both Spanish and English, this position offers an exceptional opportunity to advance your leadership career within an international organization.

Key Responsibilities

Team Leadership & Mentorship

- Lead, inspire, and develop a high-performing team of contact center agents working on a critical, 24/7 medical assistance network.
- Hold regular 1-on-1 coaching sessions, offer actionable performance feedback, and build a positive, inclusive, and collaborative team culture.

Daily Operations Management

- Manage real-time service level agreements, daily operational workflows, and incoming agent queues to ensure balanced workload distribution and efficiency.
- Dynamically reallocate resources and direct team members during high-volume periods, emergency escalations, and unexpected call volume spikes.

Quality Assurance & KPI Monitoring

- Track and evaluate core contact center metrics (SLA, AHT, CSAT, FCR, and call abandonment rates).
- Conduct routine,



thorough quality reviews of Spanish and English client interactions to verify protocol adherence, genuine empathy, and precise medical dispatching.

Stakeholder & Client Communication

- Prepare, lead, and participate in international operational meetings conducted entirely in English.
- Partner closely with cross-border leadership teams, account managers, and external global clients to drive service standards forward.

Escalation & Critical Incident Support

- Function as the chief point of escalation for complex medical support requests, high-priority customer issues, or technical service disruptions.
- Offer immediate operational support to agents managing challenging cases or high-stress emergency situations.

Reporting & Process Improvement

- Create, analyze, and present daily, weekly, and monthly operational reports to evaluate total platform efficiency.
- Pinpoint workflow bottlenecks, execute continuous service enhancements, and support data-led cost management initiatives.

Requirements & Qualifications

Professional Experience

- At least 2 years of proven supervisory or leadership experience as a Team Leader, Supervisor, Coordinator, or Service Delivery Lead in contact center, customer support, or specialized assistance environments.
- Prior background in medical assistance, health services, travel insurance, or emergency response services is considered a major advantage.

Language Proficiency

- High-level fluency in Spanish and English (B2+ / C1+ minimum): Outstanding oral and written communication skills in both languages are strictly required.



You will review English communications, draft business documentation, and lead global meetings in English.

Operational & Technical Expertise

- Deep understanding of contact center KPIs, workforce management strategies, and quality monitoring systems.
- Proficiency with modern CRM software, automatic call distribution tools, and analytics dashboards.

Leadership & Core Competencies

- Excellent communication, problem-solving, and conflict-resolution abilities paired with an empathetic, supportive leadership style.
- Demonstrated capacity to maintain composure, make sound tactical decisions, and guide teams effectively in high-pressure, fast-paced environments.

Availability & Working Conditions

- Uncompromising commitment to working 100% on-site at our Villamayor (Salamanca) center.
- Complete shift flexibility to accommodate a 24/7/365 operational setup, working across structured rotational shifts (mornings, afternoons, nights, weekends, and public holidays).

What We Offer

Contract Stability

- Permanent employment contract starting on day one, providing long-term career stability within an expanding integral business.

Comprehensive Compensation Package

- Base Fixed Salary: €27,320 gross annual base pay
- Language Allowance: Dedicated language bonus adding €1,950.84 gross annually
- Shift & Weekend Supplements: Additional variable pay covering night shifts, weekend duties, and public holiday hours
- Performance Bonus: Annual target performance bonus of up to €7,500 based on operational KPIs and team targets

Work Schedule & Structure

- Full-time intensive schedule with predictable rotational shift planning (AM / PM / Night) to support work-life balance.

Corporate Perks & Benefits

- Access to an exclusive corporate employee discount portal offering special rates on travel, leisure, retail, and healthcare services for you and your family.

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