Team Leader - Miami

Join Our Team! Now Hiring FullTime Team Leader / Supervisor Contact Center (Aventura FL)

Are you an experienced leader passionate about driving performance motivating teams and delivering exceptional service Were on the lookout for dynamic forwardthinking individuals to join our Miamibased Contact Center as FullTime Team Leader / Supervisor!

An inclusive peoplefirst culture presents an opportunity for you to lead from the front and advance your leadership career with an organization that is changing the world through communication.

If youre ready to inspire empower and make a differencethis is the role for you!

Eradicating the Final Barrier of Global Communication:

At thebigword were more than a language service provider were global problemsolvers. We translate over 1 billion words annually support 250 languages and manage millions of interpreting minutes every year. Our technologydriven solutions empower clients and communities across industries from healthcare to government and Fortune 500 companies.

Joining our team means being part of a mission to eliminate language barriers worldwide.

Everything we do is guided by our ELITE values:
Excellence Leadership Innovation Trusted Empowerment

Learn more about our values and what it means to be a bigworder: Careers at thebigword

The Role Unveiled: Team Leader / Supervisor Contact Center
As a Team Leader at thebigwords Contact Center in Aventura FL you will hold a pivotal role in the success of our daytoday operations. You will oversee a team of Customer Service Coordinators who handle inbound and outbound calls support client bookings and ensure highquality service delivery. Your leadership will directly impact operational performance client satisfaction and employee engagement.

This position is designed for an individual who is both peoplefocused and processdriven someone who thrives in a fastpaced highvolume contact center environment while remaining calm under pressure and attentive to detail. You will ensure that your team consistently delivers against KPIs SLAs and customer expectations while promoting a positive and highperforming culture.

Key Responsibilities

Team Management & Performance Oversight
Lead a team of frontline agents to deliver highquality customer support across all channels including phone email and internal platforms.
Monitor individual and team performance metrics daily (AHT adherence CSAT quality scores etc.) to ensure goals are met.
Conduct regular team meetings daily huddles and debriefs to communicate priorities recognize achievements and reinforce goals.
Use workforce management tools to oversee scheduling shift coverage and attendance.
Handle escalations from customers staff or clients with professionalism and urgency while identifying root causes for recurring issues.
Serve as the main point of contact for your team and escalate key issues to Operations Management as needed.

Training Coaching & Development
Deliver new hire onboarding and training ensuring all team members are equipped to perform their roles effectively.
Provide ongoing coaching and feedback through 1:1 sessions sidebyside monitoring and QA review sessions.
Develop personalized growth plans for team members and support skill development through mentorship crosstraining and learning resources.
Foster a continuous learning environment and ensure staff are kept up to date on system/process changes and clientspecific protocols.

Operational Efficiency & Strategy
Analyze contact center reports to identify performance trends and implement operational improvements.
Collaborate with RealTime Analysts and other departments to optimize workflow improve response times and balance workloads.
Participate in strategic planning contributing to decisions on staffing process redesign and quality assurance improvements.
Recommend automation opportunities or changes to scripts policies and tools to increase efficiency and consistency.
Implement quality assurance initiatives and support internal audit requirements by ensuring compliance with all operational procedures.

Client Relationship Support
Represent the company during client interactions meetings and service reviews when required.
Ensure that services meet client expectations in terms of accuracy timeliness and professionalism.
Assist in managing key accounts by providing feedback reporting and suggestions to strengthen relationships and improve retention.

Compliance & Reporting
Ensure team compliance with internal policies employment regulations and industry standards.
Accurately maintain documentation related to performance training coaching and disciplinary actions.
Prepare and submit reports on team KPIs escalations attendance and areas for improvement to senior management.
Support internal audits and maintain confidentiality of sensitive information.

Culture & Leadership
Act as a culture carrier setting the tone for integrity professionalism and accountability.
Champion diversity inclusion and employee wellbeing across your team and within the organization.
Drive employee engagement by celebrating successes fostering open communication and creating a respectful and motivating environment.
Model a servant leadership approachlistening first supporting staff needs and encouraging input and collaboration.

Step into a critical leadership role that serves as the bridge between our frontline operations and strategic goals. As a Team Leader youll be responsible for managing a highperforming team of Contact Center Coordinators ensuring optimal performance driving client satisfaction and implementing best practices that enhance both team culture and business results.

This is more than a supervisory role its a chance to build future leaders improve operational excellence and make a meaningful impact every single day.

The Perfect Match: Your Skills & Talents

Youre a natural leader and collaborator with a knack for solving problems motivating others and making sound decisions under pressure.

You bring:

2 years of experience in team leadership or contact center supervision.
Strong communication coaching and conflict resolution skills
A datadriven mindset with experience analyzing KPIs
Experience in performance management and employee engagement
Passion for diversity equity and inclusion in the workplace
The ability to thrive in a fastpaced clientfocused environment

Experience in the language services customer service or healthcare sectors is a plus!

Benefits:
Office Perks:

24/7 Office Access Work when inspiration strikes
Complimentary Breakfast Start your day right
Unlimited Snacks & Coffee Stay fueled all day
Wellness Room Take a breather when you need it
HighSpeed WiFi Always stay connected
Onsite Events Teambuilding fun and learning
Free Parking Convenient access near Aventura Mall
Kitchen Area Fully stocked for your comfort

Employee Benefits:

Generous Paid Time Off (PTO) that grows with your tenure
401(k) retirement savings plan
Medical Dental & Vision insurance
Paid Volunteer Days (up to 2 per year)
LongService Awards Baby & Wedding Gifts
Employee Assistance Program (24/7 mental health support)
Online learning library with thousands of courses
DE&I CSR & Wellness Committees

Shift Patterns Available:

Monday to Friday: 8:00 AM 5:00 PM

Pay & Position Details

Job Type: FullTime
Work Location: Inperson Aventura FL (Aventura Mall)
Salary: $45000 $55000 per year (DOE)
Experience: Call center management: 2 years (Required)
Ability to Commute: Aventura FL (Required)

The Opportunity Awaits

Ready to lead grow and make a difference
Apply today and start your leadership journey with thebigword!

All successful applicants are subject to a basic criminal background check.