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 integral 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 global business.
Comprehensive Compensation Package
Base Fixed Salary: €27,320 gross annual base pay
Language Allowance: Dedicated language bonus adding €1,** gross annually
Shift & Week

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