Experienced Team Leader Haitian-Creole

Description
The Team Lead is responsible for overseeing front-line operations, ensuring adherence to quality standards, performance KPIs, and operational objectives. This role focuses on leading, coaching, and developing a team of Haitian Creole interpreters while maintaining operational efficiency, service quality, and compliance with client and company requirements.
The Team Lead will monitor daily performance, identify improvement opportunities, provide structured feedback, and collaborate with Operations, QA, Training, and other support departments to ensure consistent service delivery.

Requirements

• Minimum of 6 months of experience in a Team Lead or supervisory position.
• Intermediate Microsoft Excel skills.
• Updated resume submitted in English.
• Successful completion of a Haitian Creole Language Assessment.

Responsibilities

• Lead, supervise, and support a team of Haitian Creole interpreters, ensuring operational and performance expectations are met.
• Monitor individual and team KPIs, identifying performance gaps and implementing improvement strategies.
• Conduct regular one-on-one coaching sessions and provide constructive feedback.
• Develop and execute Performance Improvement Plans (PIPs) when necessary.
• Monitor quality standards, compliance, attendance, and schedule adherence.
• Ensure proper implementation of company policies, client requirements, and Standard Operating Procedures (SOPs).
• Coordinate with QA, Training, HR, and Operations to address performance and operational needs.
• Maintain accurate records of coaching sessions, attendance, performance evaluations, and corrective actions.
• Prepare and communicate performance reports, trends, and improvement opportunities to Operations Management.
• Promote team engagement, accountability, and continuous improvement.

Nice to have

• Previous experience in the BPO industry, preferably in interpretation services.
• Experience managing remote teams.
• Knowledge of healthcare or medical interpretation terminology.
• Familiarity with performance management tools, CRM systems, and Learning Management Systems (LMS).
• Experience with workforce management platforms and operational reporting.
• Advanced Microsoft Excel skills.
• Previous experience working with Haitian Creole-speaking teams.

Working conditions

• Work From Home (WFH) position.
• Remote team management and virtual collaboration.
• Must have a stable wired internet connection meeting the specified technical requirements.
• Must have a suitable home workspace and company-approved equipment.
• Availability to work assigned shifts based on operational requirements.
• Full compliance with company policies, confidentiality standards, and client-specific procedures.