We are seeking a
Spanish-speaking Team Leader
to join our dynamic call center operations in Lisbon.
This is an exciting opportunity to lead a high-performing team within a large-scale international project.
You will be a key part of ensuring service quality, team performance, and operational excellence while providing leadership and guidance to a team of agents.
This role is ideal for experienced team leaders in the Call Center / BPO environment who are passionate about people management, coaching, and delivering exceptional service.
You will work closely with management to achieve KPIs, optimize processes, and drive continuous improvement.
Key Responsibilities
Lead, motivate, and manage a team of Spanish-speaking agents to deliver high-quality service and meet operational targets.
Monitor daily team performance, including KPIs, service levels, productivity, and quality standards.
Provide coaching, feedback, and performance evaluations to team members to ensure continuous improvement.
Handle escalations and resolve complex customer inquiries or issues with efficiency and professionalism.
Support recruitment, onboarding, and training of new team members.
Collaborate with other team leaders and management to share best practices and develop strategies for operational excellence.
Maintain accurate records and reports of team performance and operational issues.
Ensure adherence to company policies, procedures, and compliance requirements.
Act as a point of contact for escalated issues within the team and for client communication where necessary.
Foster a positive and productive team culture, encouraging engagement and growth.
Requirements
Experience & Skills
Minimum of
2–3 years of experience as a Team Leader or Supervisor
in a
Call Center / BPO environment
.
Proven track record of managing and motivating a high-performing team.
Strong knowledge of call center metrics, KPIs, and operational processes.
Experience in coaching, performance management, and conflict resolution.
Ability to work in a fast-paced, dynamic environment.
Languages
Fluent Spanish
(C1 level or native) – essential for daily communication with the team and clients.
Fluent English
(C1 level) – required for reporting and internal communication.
Competencies
Strong leadership and people management skills.
Excellent communication and interpersonal skills.
Problem-solving and decision-making abilities.
High level of organizational skills and attention to detail.
Proficiency in MS Office (Excel, Word, PowerPoint) and call center tools.
Ability to work flexible schedules if required by operational needs.
What We Offer
Competitive salary package
based on experience and qualifications.
Health and life insurance
for your well-being.
Career growth opportunities
within a global organization.
Comprehensive training
to ensure success in your leadership role.
Relocation package
for international candidates, including:
Paid
flight tickets to Lisbon
Accommodation in Lisbon
during onboarding period
A supportive, multicultural, and collaborative work environment.
Access to professional development programs and internal mobility opportunities.
About the Project
You will join an exciting, large-scale international project in the Call Center / BPO sector.
The project involves delivering high-quality customer service to Spanish-speaking clients, working within a team committed to operational excellence.
Your role will be crucial in maintaining service standards, improving performance, and ensuring the overall success of the project.