BPO Team Leader - Spanish
Our client is looking for a Team Leader to manage its operations team within a medical assistance service. The ideal candidate has experience leading teams in a call centre, contact centre, customer service environment, or assistance operations.
Main responsibilities
Supervise daily operations, identify improvements, and resolve incidents.
Support team members with complex medical assistance cases and periods of high demand.
Train, coach, motivate, and evaluate team members.
Organise operational planning and optimise staffing and resources.
Monitor productivity, quality, and operational performance indicators (KPIs).
Collaborate with other departments to improve customer experience and service efficiency.
Help achieve productivity targets and control operational costs.
Prepare reports and analyse performance data to support decisions.
Requirements
Previous experience as a Team Leader, Supervisor, Coordinator, or Team Manager.
Experience in a call centre, contact centre, customer service, or assistance operations.
Knowledge of operational processes and incident management.
Strong communication, organisational, and problem-solving skills.
Ability to motivate, develop, and lead a team.
Customer-service orientation, accountability, and proactivity.
High level of Spanish and English.
Benefits
Permanent employment contract (contrato indefinido).
Full-time position.
Intensive morning and/or afternoon shifts.
Hybrid working model.
Competitive salary plus a language allowance.
Employee and family discount programme.
International working environment.
