Bilingual Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a liaison between the Call Center Supervisor and Call Center Communicators.

• Provide support to the Business Unit Director, Operations Manager, Client Account Manager, and Call Center Supervisor for project business initiatives and goals.

• Revise training materials and conduct training sessions as instructed.

• Investigate inquiries and complaints while managing program escalations.

• Notify the Supervisor and Operations Team about system failures or performance issues.

• Assist with call monitoring and deliver timely feedback to Healthcare Communicators.

• Generate ideas and recommendations for process enhancements.

• Help management in compiling individual monthly program metrics.

• Share project information and directives with the team.

• Lead by example, showcasing corporate values and adherence to compliance.

• Uphold quality and productivity standards while following project scripts and guidelines.

• Gather necessary information and accurately record data in project databases.

• Complete and document Adverse Events in accordance with client and federal regulations.

• Engage empathetically with callers and clarify medical terminology as required.

• Carry out administrative and non-telecommunication tasks as necessary.

• Manage multiple projects concurrently.

⛳️ Requirements

• Must be bilingual – Spanish speaking.

• Bachelor’s degree or equivalent relevant work experience.

• Preferred: 2+ years of proven experience in training or supervising within a Call Center environment.

• Exceptional verbal, written, and listening communication abilities.

• Proficient in Word, Excel, and Outlook.

• Strong capability to learn new software applications and client-specific tools.

• Ability to participate in frequent meetings and calls without interruptions or disconnections.

• Excellent customer service, communication, and interpersonal skills.

• Competency in training and motivating team members.

• Reliable, high-speed home internet connection.

• A designated, quiet home office space free from distractions.

• Must ensure patient privacy and confidentiality in line with HIPAA regulations.

• Commitment to company policies and Standard Operating Procedures.

🏝️ Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.

• Accrued paid time off.

• 401(k) plan with company matching.

• Disability and life insurance.

• Paid maternity and paternity leave.

• Company-observed holidays.

• Recognition programs, contests, and awards.

• Opportunities for continuous growth through learning, leadership development, and career advancement support.

• Collaborative work culture.

• Competitive salary.