Team Leader - Miami
Miami, United States | Permanent, full-time| $45,000 - $55,000 per annum
Join Our Team! Now Hiring Full-Time Team Leader / Supervisor – Contact Center (Aventura, FL)
Are you an experienced leader passionate about driving performance, motivating teams, and delivering exceptional service? We’re on the lookout for dynamic, forward-thinking individuals to join our Miami-based Contact Center as Full-Time Team Leader / Supervisor!
An inclusive, people-first 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 you're ready to inspire, empower, and make a difference—this is the role for you!
Eradicating the Final Barrier of Global Communication:
At thebigword, we’re more than a language service provider — we’re global problem-solvers. We translate over 1 billion words annually, support 250+ languages, and manage millions of interpreting minutes every year. Our technology-driven 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 thebigword’s Contact Center in Aventura, FL, you will hold a pivotal role in the success of our day-to-day operations. You will oversee a team of Customer Service Coordinators who handle inbound and outbound calls, support client bookings, and ensure high-quality service delivery. Your leadership will directly impact operational performance, client satisfaction, and employee engagement.
This position is designed for an individual who is both people-focused and process-driven — someone who thrives in a fast-paced, high-volume 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 high-performing culture.
Key Responsibilities
Team Management & Performance Oversight
• Lead a team of frontline agents to deliver high-quality 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, side-by-side monitoring, and QA review sessions.
• Develop personalized growth plans for team members and support skill development through mentorship, cross-training, and learning resources.
• Foster a continuous learning environment and ensure staff are kept up to date on system/process changes and client-specific protocols.
Operational Efficiency & Strategy
• Analyze contact center reports to identify performance trends and implement operational improvements.
• Collaborate with Real-Time 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 well-being 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 approach—listening 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, you’ll be responsible for managing a high-performing 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 — it’s a chance to build future leaders, improve operational excellence, and make a meaningful impact every single day.
The Perfect Match: Your Skills & Talents
You’re 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 data-driven 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 fast-paced, client-focused 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
· High-Speed Wi-Fi – Always stay connected
· Onsite Events – Team-building 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)
· Long-Service 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: Full-Time
· Work Location: In-person – Aventura, FL (Aventura Mall)
· Salary: $45,000 – $55,000 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.
Are you an experienced leader passionate about driving performance, motivating teams, and delivering exceptional service? We’re on the lookout for dynamic, forward-thinking individuals to join our Miami-based Contact Center as Full-Time Team Leader / Supervisor!
An inclusive, people-first 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 you're ready to inspire, empower, and make a difference—this is the role for you!
Eradicating the Final Barrier of Global Communication:
At thebigword, we’re more than a language service provider — we’re global problem-solvers. We translate over 1 billion words annually, support 250+ languages, and manage millions of interpreting minutes every year. Our technology-driven 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 thebigword’s Contact Center in Aventura, FL, you will hold a pivotal role in the success of our day-to-day operations. You will oversee a team of Customer Service Coordinators who handle inbound and outbound calls, support client bookings, and ensure high-quality service delivery. Your leadership will directly impact operational performance, client satisfaction, and employee engagement.
This position is designed for an individual who is both people-focused and process-driven — someone who thrives in a fast-paced, high-volume 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 high-performing culture.
Key Responsibilities
Team Management & Performance Oversight
• Lead a team of frontline agents to deliver high-quality 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, side-by-side monitoring, and QA review sessions.
• Develop personalized growth plans for team members and support skill development through mentorship, cross-training, and learning resources.
• Foster a continuous learning environment and ensure staff are kept up to date on system/process changes and client-specific protocols.
Operational Efficiency & Strategy
• Analyze contact center reports to identify performance trends and implement operational improvements.
• Collaborate with Real-Time 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 well-being 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 approach—listening 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, you’ll be responsible for managing a high-performing 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 — it’s a chance to build future leaders, improve operational excellence, and make a meaningful impact every single day.
The Perfect Match: Your Skills & Talents
You’re 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 data-driven 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 fast-paced, client-focused 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
· High-Speed Wi-Fi – Always stay connected
· Onsite Events – Team-building 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)
· Long-Service 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: Full-Time
· Work Location: In-person – Aventura, FL (Aventura Mall)
· Salary: $45,000 – $55,000 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.