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.