BPO Team Leader - Spanish

Cross Border Talents; Castilla y León; Híbrido; EUR 32 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Employee and family discount programme

International working environment

Resumo da oferta

Cross Border Talents is seeking a Team Leader to manage its operations team within a medical assistance service in Spain. The ideal candidate will have experience leading teams in call centres or helpdesks, strong communication skills, and the ability to optimise staffing and processes.

The role offers a hybrid working model and a permanent contract, with intensive morning and/or afternoon shifts and a competitive salary plus a language allowance.

Qualificações

• Previous experience as Team Leader, Supervisor, Coordinator or Team Manager.
• Experience in call centre, contact centre, customer service or assistance operations.
• Knowledge of operational processes and incident management.
• High level of Spanish and English.

Responsabilidades

• Supervise daily operations, identify improvements, and resolve incidents.
• Support team members with complex medical assistance cases and high-demand periods.
• Train, coach, motivate, and evaluate team members.
• Organise operational planning and optimise staffing and resources.
• Monitor productivity, quality, and 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.

Conhecimentos

Team leadership

Communication

Organisational skills

Problem solving

Coaching and development

Descrição da oferta de emprego

Our client is looking for a Team Leader to manage its operations team within a medical assistance service. The ideal candidate has experience leading teams in a call centre, contact centre, customer service environment, or assistance operations.

Main 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.

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.

Strong communication, organisational, and problem-solving skills.

Ability to motivate, develop, and lead a team.

Customer-service orientation, accountability, and proactivity.

High level of Spanish and English.

Permanent employment contract (contrato indefinido).

Full-time position.

Intensive morning and/or afternoon shifts.

Hybrid working model.

Competitive salary plus a language allowance.

Employee and family discount programme.

International working environment.