Bilingual Team Lead - 24/7 Medical Ops (On-Site)

Ignite; Salamanca; On-site; EUR 26,000 - 32,000; Full time

Benefits offered by this job

Permanent contract

Language bonus

Shift & Weekend supplements

Performance bonus

Corporate employee discount

Job summary

Ignite in Villamayor, Salamanca is seeking a bilingual Team Leader to manage daily service delivery and mentor a team of agents on a 24/7 medical assistance platform. You will bridge frontline operations with global stakeholders, audit English/Spanish interactions, and drive improvements in a high-stakes environment with on-site rotations (mornings, afternoons, nights, weekends, holidays).

Ideal candidates have 2+ years of leadership, fluent Spanish and English, and a commitment to 100% on-site

Qualifications

• Minimum 2 years of proven leadership experience in contact center or similar environments.
• Fluent Spanish and English (B2+ / C1+ minimum) required.
• Experience with medical assistance or travel/insurance sectors is a plus.

Responsibilities

• Lead, motivate, and develop a high-performing team of contact center agents on a 24/7 platform.
• Oversee real-time service levels, workflows, and agent queues for efficiency.
• Monitor KPIs (SLA, AHT, CSAT, FCR, abandon rates) and ensure quality audits.
• Prepare for and participate in international operational meetings in English.
• Act as senior escalation point during critical incidents and complex cases.
• Generate and present daily/weekly/monthly performance reports and drive process improvements.

Skills

Team Leadership

Communication

Bilingual Spanish-English

Problem Solving

Tools

CRM systems

Call distribution software

Reporting tools

Job description

Ignite in Villamayor, Salamanca is seeking a bilingual Team Leader to manage daily service delivery and mentor a team of agents on a 24/7 medical assistance platform. You will bridge frontline operations with global stakeholders, audit English/Spanish interactions, and drive improvements in a high-stakes environment with on-site rotations (mornings, afternoons, nights, weekends, holidays).

Ideal candidates have 2+ years of leadership, fluent Spanish and English, and a commitment to 100% on-site