**Description**: The Bilingual Team Lead is responsible for overseeing daily operations and supporting the performance of a team of customer support representatives for the SWAY account. This role ensures that service delivery standards are met, client expectations are exceeded, and continuous improvements are implemented. Strong bilingual communication skills (English and Spanish) are essential to manage both internal teams and external customer interactions effectively. **Key Responsibilities**: Supervise, coach, and mentor a team of front-line agents ensuring consistent performance and adherence to KPIs. Conduct regular performance reviews, feedback sessions, and 1:1s with team members. Monitor daily attendance, productivity, and service levels to ensure shift coverage and SLA compliance. Assist with onboarding, nesting, and uptraining of new hires or transitioning agents. Handle escalated customer issues and provide timely resolution. Collaborate closely with the QA, Training, and Workforce teams to align performance goals. Provide daily, weekly, and monthly performance reports to operations leadership and client stakeholders. Participate in internal and client calibration calls and ensure proper documentation of updates. Maintain up-to-date knowledge of account processes, tools, and updates. - Serve as a role model by demonstrating SWAY’s culture and values. **Skills, Knowledge & Expertise**: Proven experience in a supervisory or team lead role in a BPO or similar setting. Strong command of both English and Spanish (spoken and written). - Experience supporting U.S.based clients or customers is an advantage. **About Virtual Staffing Solutions**: We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.