BPO Team Leader - Spanish

About the role

A client of Cross Border Talents is looking for a Team Leader to manage its operations team within a medical assistance service. The workplace is on site in Salamanca, and the ideal candidate has experience leading teams in a call centre, contact centre, customer service or assistance operations environment.

Key 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.

Required profile

• 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.
• High level of Spanish and English.

What we offer

• Permanent employment contract (contrato indefinido).
• Full-time position with intensive morning and/or afternoon shifts.
• Hybrid working model.
• Competitive salary plus a language allowance.
• Employee and family discount programme.
• International working environment.