Bilingual Project Manager – Call Center Team Leader

About the role

The Senior Team Leader oversees a group of call‑center associates, acting as a mentor and coach for both agents and Team Leaders. This bilingual position ensures that performance metrics are met while fostering professional growth and teamwork.

Key responsibilities

• Lead and develop call‑center teams through effective coaching, communication, and performance monitoring.
• Identify performance issues, create action plans, and implement corrective measures, up to termination if necessary.
• Ensure service delivery meets contractual KPIs and financial targets.
• Provide subject‑matter expertise for escalated customer calls.
• Manage team metrics, retention goals, and participate in attrition analysis.
• Deliver regular feedback on call coaching, daily performance, and behavioral standards.
• Stay updated on internal processes, policies, and procedures.
• Complete shift‑wide projects aimed at improving productivity, quality, or other KPIs.

Required profile

• Associate degree or equivalent in a related field.
• Four to six years of relevant experience, including at least one year of progressive management experience.
• Strong written and verbal communication skills.
• Proven ability to lead multi‑tasking teams, prioritize work, and meet deadlines.
• Comfortable working under pressure and following through on tasks.
• Willingness to work a flexible schedule.

Required skills