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

Eco Plus Solutions AB; Salamanca; On-site; EUR 25,000 - 30,000; Full time

Benefits offered by this job

Language allowance

Shift & Weekend supplements

Performance bonus

Contract stability

Corporate perks

Job summary

Eco Plus Solutions AB in Villamayor, Salamanca, seeks a bilingual Team Leader to manage a 24/7 medical assistance platform. You will lead daily service delivery, mentor agents, monitor KPIs, and ensure superior service in Spanish and English.

The role bridges frontline operations with global stakeholders and complex client workflows. This on-site position requires rotations across mornings, afternoons, nights, weekends, and holidays, and demands leadership, CRM familiarity, and a strong focus on

Qualifications

• Minimum 2 years of proven leadership experience in a contact center or similar environment.

Responsibilities

• Lead, mentor, and develop a high-performing team of agents on a 24/7 medical assistance platform.
• Oversee real-time service levels, workflows, and queue management.
• Monitor core KPIs (SLA, AHT, CSAT, FCR, abandon rates) and conduct quality audits in English and Spanish.
• Prepare for and participate in international meetings in English; collaborate with cross-border leadership.
• Act as senior escalation point during complex cases and outages.
• Generate and present daily/weekly/monthly operational reports and drive process improvements.

Skills

Team Leadership

KPI Monitoring

Communication

Conflict Resolution

Tools

CRM systems

Call distribution systems

Job description

Eco Plus Solutions AB in Villamayor, Salamanca, seeks a bilingual Team Leader to manage a 24/7 medical assistance platform. You will lead daily service delivery, mentor agents, monitor KPIs, and ensure superior service in Spanish and English.

The role bridges frontline operations with global stakeholders and complex client workflows. This on-site position requires rotations across mornings, afternoons, nights, weekends, and holidays, and demands leadership, CRM familiarity, and a strong focus on