Bilingual Team Leader (English & Spanish) – Legal Lead Transfer – Belize City, Belize

Great teams are built by great leaders. Lead with purpose at Fusion CX. Fusion CX is hiring a Bilingual Team Leader (English & Spanish) for our Legal Lead Transfer Campaign in Belize City, Belize. If you’re looking for Team Leader jobs in Belize City, bilingual leadership opportunities, Spanish-speaking jobs, or customer service leadership careers, this role offers the opportunity to coach, motivate, and lead a high-performing team while delivering exceptional customer experiences in a fast-paced operations environment.

Working with a legal services campaign, you’ll guide Customer Service Associates who assist prospective clients seeking legal support, ensuring quality service, operational excellence, and team performance.

Job Description:

About the Role

As a Bilingual Team Leader, you will oversee the daily performance of a customer service team supporting a legal lead transfer campaign. You’ll provide coaching, monitor operational performance, ensure quality standards are achieved, and support your team in delivering professional customer experiences. This role requires strong leadership, effective communication in both English and Spanish, and the ability to motivate teams to consistently meet operational goals.

Key Responsibilities

• Manage a high volume of phone calls and respond to customer inquiries while maintaining high standards of service quality and performance.
• Persuade customers to utilize the company’s services while following established protocols and approved operational procedures.
• Schedule all customer appointments in accordance with established training procedures.
• Build and maintain professional relationships with every customer and colleague through positive and respectful interactions.
• Practice active listening to understand customer needs, confirm or clarify information, and provide accurate, complete, and appropriate responses.
• Utilize company-approved software, databases, scripts, and operational tools provided by Quality Control Managers and Operations Management to perform daily responsibilities effectively.
• Accurately document all call information in accordance with standard operating procedures, including both new and existing customer information.
• Consistently achieve established Key Performance Indicator (KPI) targets, including Call Handling Time (AHT) and other performance metrics.
• Meet daily shift call quotas and operational targets established by the Operations Manager or Floor Monitor.
• Adhere to all company policies, operational procedures, compliance requirements, and quality standards.
• Attend pre-shift and post-shift meetings, when requested, to strengthen process knowledge, improve performance, and stay informed of operational updates.
• Promptly report any system, software, or application malfunctions experienced during the shift to the Manager or Floor Monitor for timely resolution.
• Participate in coaching sessions conducted by the Floor Monitor and consistently apply identified areas of opportunity, feedback, and coaching recommendations to future customer interactions.
• Communicate exclusively in English while on the Operations Floor in accordance with campaign requirements.
• Assign jobs to the CA and FL offices according to established Training Procedures. Only Yellow and Green Board jobs should not be assigned back to the FL Office. Jobs may be returned to the FL Office for reasons including, but not limited to:
  • Customer canceled the service.
  • The customer requested a flat price.
  • Training procedures have already been completed.
• Address customer complaints professionally and resolve every concern within established operational guidelines and service standards.
• Lead, coach, and support a team of Customer Service Associates by monitoring daily performance, providing regular feedback, and driving continuous improvement to achieve operational and quality objectives.
• Monitor team productivity, attendance, service quality, Key Performance Indicators (KPIs), and compliance with campaign procedures, escalating operational concerns and implementing corrective actions when necessary.
• Partner with Operations Managers, Floor Monitors, Quality, and Training teams to ensure consistent process execution, support team development, and maintain high levels of customer satisfaction and operational performance.

Job Requirements:

Education

• Earned an associate’s degree.

Experience

• Led a team in a previous Team Leader role.
• Demonstrated success leading customer service or contact center teams (preferred).

Skills & Competencies

• Fluent in English and Spanish (written and spoken).
• Strong leadership, coaching, and people management skills.
• Excellent communication and active listening abilities.
• Strong problem-solving and decision-making skills.
• Ability to motivate teams and drive performance.
• Experience using customer service systems, software applications, and operational tools.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to maintain professionalism in a fast-paced customer service environment.

Work Details

Location: Belize City, Belize

Work Mode: Work From Office (WFO)

Why Join Fusion CX?

At Fusion CX, strong leaders create exceptional customer experiences. As a Bilingual Team Leader, you’ll have the opportunity to mentor talented professionals, drive operational success, and contribute to a collaborative culture focused on continuous improvement and career development.

What You’ll Gain

• Lead and develop a high-performing bilingual customer service team.
• Build leadership experience within a growing global customer experience company.
• Strengthen your coaching, operational, and people management skills.
• Collaborate with experienced leaders in a supportive, performance-driven environment.
• Explore future career opportunities across Operations, Training, Quality, Workforce Management, and Senior Leadership.

If you’re searching for Team Leader jobs in Belize City, bilingual Team Leader jobs, Spanish-speaking leadership careers, customer service management jobs, or operations leadership opportunities, apply today and grow your leadership career with Fusion CX.