Bilingual Service Team Lead

Join TTEC as a Bilingual Service Delivery Team Lead and play a pivotal role in driving exceptional customer experiences and fostering a supportive team environment. As a leader in a global customer experience company, you will guide a diverse team, resolve escalations, and help shape both employee and client success. This opportunity offers direct management experience, career growth, and the chance to make a positive impact within an inclusive and innovative culture.

Job Overview

• Lead a bilingual team to achieve and exceed client and company performance goals.
• Support, coach, and mentor associates to ensure high-quality customer interactions.
• Oversee administrative tasks such as attendance, payroll, and scheduling.
• Manage escalations and troubleshoot technology issues.
• Contribute to a culture of inclusivity, innovation, and continuous improvement.

Key Responsibilities

• Motivate, coach, and develop a team of associates to meet performance metrics.
• Address employee questions, resolve issues, and handle customer escalations.
• Coordinate training and ensure adherence to updated processes and procedures.
• Monitor team attendance, process payroll, and manage other administrative duties.
• Utilize various internal and client systems to accomplish daily tasks efficiently.
• Provide regular feedback, recognition, and conduct necessary performance conversations.
• Troubleshoot and support resolution of technology outages and issues.
• Promote employee engagement and retention through compassionate leadership.

Required Skills & Qualifications

• Associate degree, technical school, or equivalent experience in Healthcare or as a Medical Interpreter.
• Bilingual proficiency in Spanish and English.
• Strong time management and decision-making abilities.
• Experience in team leadership or supervisory roles.
• Excellent communication and conflict resolution skills.
• Proficiency with computer systems and technology troubleshooting.
• Customer-focused mindset with high accountability standards.
• Ability to manage multiple tasks and prioritize effectively.
• Empathetic and professional approach to diverse team dynamics.
• Commitment to fostering an inclusive and supportive workplace.