The Team Lead will oversee a team, ensuring adherence to quality standards, performance metrics, and operational excellence. This role combines leadership, coaching, and operational coordination to deliver exceptional services to clients.

Requirements
- Experience: at least 6 months in a leadership or supervisory role.
- Languages: Fluency in English and at least one additional language (preferred).
- Technical Skills: Proficiency in platforms such as CRM tools and Microsoft Office.
- Soft Skills: Strong leadership, conflict resolution, communication, and organizational abilities.

Responsibilities
Team Leadership & Performance Management
- Lead, mentor, and supervise a team of Patient Schedulers, fostering a supportive and high-performance work environment.
- Monitor interpreter performance through direct observation and tracking tools, providing constructive feedback and coaching.
- Conduct regular performance evaluations, set clear objectives, and implement improvement plans when necessary.

Operational Coordination




- Manage shift assignments and ensure adequate service coverage, prioritizing client needs and peak demand periods.
- Oversee the correct implementation of Standard Operating Procedures (SOPs) and company guidelines.
- Resolve conflicts or incidents during interpretation sessions, ensuring client satisfaction and compliance with service expectations.

Training & Quality Assurance
- Organize and deliver periodic training sessions to keep interpreters updated on processes, terminology, and service standards.
- Conduct quality audits of interpretation calls/sessions, identify improvement areas, and provide actionable recommendations.
- Promote continuous improvement by gathering feedback from clients and interpreters and implementing corrective actions.

Compliance & Documentation
- Ensure compliance with legal, privacy, and confidentiality requirements during all interpretation sessions.
- Maintain team records, including schedules, absences, performan

📌 Team Leader (Bogotá)
🏢 KonnectCX
📍 Bogotá