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

Ignite.; Salamanca; On-site; EUR 29,000 - 53,000; Full time

Benefits offered by this job

Language allowance

Shift & Weekend supplements

Performance bonus

Permanent contract

Job summary

Ignite in Villamayor, Salamanca, seeks a dynamic bilingual Team Leader to oversee a 24/7 medical assistance contact center. You will mentor agents, monitor KPIs, and ensure exceptional service standards across international partnerships.

You will manage real-time operations, coordinate with global clients, and lead performance reviews while maintaining a strict on-site presence. Fluency in Spanish and English is required.

Qualifications

• Minimum 2 years of supervisory or leadership experience in contact center or related field.
• Background in medical assistance or emergency services is a plus.
• Fluent in Spanish and English (B2+/C1+).

Responsibilities

• Lead and mentor a 24/7 contact center team to deliver service standards.
• Manage real-time SLAs, queues, and workload distribution.
• Monitor KPIs (SLA, AHT, CSAT, FCR, abandon rates) and ensure quality.
• Coordinate with international partners and English-speaking meetings.
• Escalate critical incidents and provide operational support.

Skills

Team leadership

Coaching

Bilingual English/Spanish

Communication

Problem solving

Tools

CRM software

ACD tools

Analytics dashboards

Job description

Ignite in Villamayor, Salamanca, seeks a dynamic bilingual Team Leader to oversee a 24/7 medical assistance contact center. You will mentor agents, monitor KPIs, and ensure exceptional service standards across international partnerships.

You will manage real-time operations, coordinate with global clients, and lead performance reviews while maintaining a strict on-site presence. Fluency in Spanish and English is required.