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, general 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

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- 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

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- 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

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- 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

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- Prepare, lead, and participate in international operational meetings conducted entirely in English.

- Partner closely with cross-border leadership teams,

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