Bilingual Team Lead

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

📋 Description

• Serve 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 in achieving project goals and objectives.

• Revise training materials and conduct training sessions as instructed.

• Address inquiries and complaints, managing escalations as necessary.

• Notify the Supervisor and Operations Team of any system issues or slowdowns.

• Assist with call monitoring and deliver prompt feedback.

• Foster innovation by utilizing creativity, imagination, and information to propose ideas for enhancements.

• Support the management team in gathering individual monthly program metrics.

• Share all project information and directives with the team.

• Set a positive example by adhering to corporate compliance and embodying the company's values.

• Uphold exceptional quality and productivity standards for all client projects.

• Collect necessary information accurately for each program.

• Document Adverse Events thoroughly, following client and federal regulations.

• Demonstrate effective communication and tele-management abilities.

• Engage with callers empathetically.

• Show adaptability within the department to enhance resource utilization.

⛳️ Requirements

• Bilingual - Spanish speaking.

• Bachelor’s degree or equivalent experience in a related field.

• Preferred 2+ years of successful training or supervisory experience in a Call Center environment.

• Strong verbal, written, and listening communication skills.

• Proficient in relevant computer software, including Word, Excel, and Outlook.

• Quick learner with a strong aptitude for new computer programs and client-specific applications.

• Capable of participating in frequent meetings and calls without disruptions or disconnections.

• Excellent customer service, communication, and interpersonal skills.

• Ability to train and inspire team members.

• Must have stable, reliable, high-speed internet access at home.

• Must have a designated, quiet home office space free from distractions.

🏝️ Benefits

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

• Accrued paid time off.

• 401(k) plan with company match.

• Disability and life insurance.

• Paid maternity and paternity leave.

• Company-paid holidays.

• Recognition programs, contests, and awards.

• Opportunities for continuous growth through learning.