Spanish Speaking Team Leader (on-site)

• 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, global 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, account managers, and external global clients to drive service excellence.
• Escalation & Critical Incident Support
  • Serve as the senior point of escalation during complex medical assistance requests, sensitive customer complaints, or urgent system outages.
  • Provide real-time operational guidance to agents navigating difficult cases or high-pressure emergency scenarios.
• Reporting & Process Improvement
  • Generate, analyze, and present daily, weekly, and monthly operational reports to track overall platform performance.
  • Identify operational bottlenecks, implement continuous workflow enhancements, and support data-driven cost management decisions.

Requirements & Qualifications

• Professional Experience
  • Minimum 2 years of proven leadership experience as a Team Leader, Supervisor, Coordinator, or Service Delivery Lead within contact center, customer care, or specialized assistance environments.
  • Prior experience within medical assistance, health services, travel assistance, or the insurance sector is considered a strong advantage.
• Language Proficiency
  • Fluent Spanish and English (B2+ / C1+ minimum): Excellent verbal and written communication skills in both languages are strictly required. You will audit English communications, author business reports, and direct global meetings in English.
• Operational & Technical Expertise
  • Strong technical understanding of contact center metrics, workforce management principles, and quality auditing frameworks.
  • Familiarity with modern CRM systems, call distribution software, and reporting toolsets.
• Leadership & Core Competencies
  • Outstanding interpersonal, problem-solving, and conflict-resolution skills paired with an empathetic, service-driven leadership style.
  • Proven ability to maintain calm, make sound decisions, and lead teams effectively in high-pressure, fast-paced operational settings.
• Availability & Working Conditions
  • Full commitment to working 100% on-site at our Villamayor (Salamanca) facility.
  • Complete operational flexibility to support a continuous 24/7/365 shift model, working across defined rotational shifts (mornings, afternoons, night shifts, weekends, and public holidays).

What We Offer

• Contract Stability: Permanent employment contract from day one, offering long-term professional stability within a growing international company.
• Comprehensive Compensation Package:
  • Base Fixed Salary: €27,320 gross annual salary.
  • Language Allowance: Dedicated language bonus adding €1,950.84 to your annual base.
  • Shift & Weekend Supplements: Additional variable pay for night shifts, weekend coverage, and bank holidays.
  • Performance Bonus: Annual target bonus of up to €7,500 based on operational KPIs and team performance targets.
• Work Schedule & Structure: Full-time intensive schedule with predictable rotational shift planning (AM / PM / Night) to allow for personal planning.
• Corporate Perks & Benefits: Access to an exclusive corporate employee discount portal offering deals on travel, leisure, retail, and healthcare for you and your immediate family.