Customer Service Supervisor (afternoon shift)

The Customer Service Supervisor is responsible for overseeing the day-to-day performance and engagement of the Customer Service team, ensuring that operational targets and service quality standards are consistently achieved.

This role combines team leadership, performance management, operational coordination, escalation management, and employee development. The Team Leader acts as a key link between frontline agents and management, while also actively supporting customer contact handling when required.

**This is a 100% remote role. The candidate´s home address needs to be based anywhere within the Madrid region.

This is a position covering rotating afternoon shifts Monday-Sunday.

• Monitor and analyse key performance indicators (KPIs), including wait times, customer satisfaction, first-contact resolution, productivity, and overall service efficiency.

• Identify performance gaps and implement appropriate corrective actions to ensure service standards and operational targets are met.

• Monitor agent schedules and break rotations to ensure adequate coverage and maintain agreed service levels.

• Oversee the effective use of tools, systems, technologies, and other resources to maximise team productivity and efficiency.

• Actively monitor assigned views and queues, supporting customer contact handling whenever required to ensure service continuity.

• Regularly review team performance and identify opportunities for continuous improvement.

• Manage and complete day-to-day administrative and operational tasks efficiently and accurately.

• Maintain accurate and up-to-date documentation of service processes, procedures, guidelines, and policies.

• Ensure the team is aligned with current processes and operational requirements.

• Collaborate closely with internal departments, including Sales, Marketing, Logistics, and other relevant teams, to coordinate customer-related actions and resolve cross-functional issues.

• Act as a communication bridge between frontline agents and management, ensuring that relevant updates, operational changes, feedback, and business needs are communicated effectively.

Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach.

Our network of 400 venues worldwide, hosting 20,000 events and entertaining 200 million guests each year, is powered by our depth of expertise and level of execution across every component-feasibility & consulting, owner's representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking-of world-class live events and venues.

The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career.

Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sound like a winning formula for you? Join us!

• Monitor and ensure the timely and satisfactory resolution of open and escalated customer cases.

• Support agents in managing complex, sensitive, or high-priority customer situations.

• Demonstrate strong problem-solving and decision-making skills while maintaining professionalism and composure under pressure.

• Identify recurring issues and escalate relevant trends or operational risks to management.

• Work collaboratively with the appropriate internal teams to find effective and sustainable solutions.

• Support the onboarding and training of new team members, ensuring they have the knowledge and tools required to perform their role effectively.

• Identify individual and team skill gaps and assess training needs.

• Deliver and support training programmes designed to develop both technical and soft skills.

• Provide ongoing coaching, guidance, and constructive feedback to support individual performance and professional development.

• Ensure team members remain up to date with product changes, new processes, procedures, tools, and best practices.

• Monitor the effectiveness of training and coaching initiatives and identify further development opportunities.

• Strong leadership and people management skills.

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Customer-focused mindset with a strong understanding of service quality.

• Ability to manage priorities and perform effectively in a fast-paced environment.

• Strong organisational and time-management skills.

• Ability to handle sensitive and complex situations with professionalism and empathy.

• Proactive approach to identifying issues and implementing improvements.

• Ability to collaborate effectively with multiple internal stakeholders.

• Strong coaching and feedback skills.