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Contact Center Supervisor

On-site in València·Full-time·Added 4 days ago (last checked 11 Nov)

Agency

Randstad España

6274 open roles

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Our summary

Salary: €1,300 - €1,400 a month
Hours: Rotating shifts, including nights · Includes weekends
Work mode: On-site, València
Contract: Fixed-term, full-time hours
Spanish: Expected (ad in Spanish)
Experience: 2+ years

Visa options

The ad doesn’t mention sponsorship
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

Nice to have

This job advert was originally written in Spanish.

Requirements

What we're looking for

Experience: Minimum 2-3 years in supervision or coordination roles in a Contact Center

Nice to have

Tools: Advanced handling of call management platforms (Odigo or another ACD/CTI Telephony tool is desirable).
Fluent handling of CRM/ERP environments (Salesforce, SAP are desirable).
High proficiency in Google Workspace (Google Sheets / Excel)
Knowledge of or interaction with BI tools (Power BI).

The role

Are you looking for a dynamic environment, an excellent working atmosphere, and the opportunity to grow your career? We are looking for a Contact Center Supervisor who is passionate about leadership, KPI compliance, and the development of high-performance teams.

What you'll do

Operational Management and Sizing: Real-time supervision of calls (inbound, outbound, callbacks). Control of sizing, shifts, planning, breaks, and rotations according to operational demand.
KPI Control and Data Analysis: Daily/monthly monitoring and reporting of KPIs
Quality and Process Assurance: Carrying out continuous listening, quality audits in backoffice, and management of incidents or complaints to propose improvement actions.
Team Development and Support: Resolving operational doubts for staff, coaching, identifying training needs, and providing support in agent assessment.
Administrative Management and Reporting: Preparation and sending of monthly operational data reports
Liaison and collaborative management: Leading and being part of improvement and operational projects with the rest of the Company

Benefits and conditions

Schedule: Full-time
Schedule: Rotating from 8:00 to 19:00 Monday to Thursday and Friday from 8:00 to 15:00, including holidays. Rotating on-call shifts in the afternoons, nights, weekends, and national holidays (once the learning curve is completed)
Competitive salary

Hiring process

2 steps1 interview

Apply to the job
Under review · With a Randstad consultant
Shortlisted
Consultant contact
With a Randstad consultant
One of our consultants will review your application and contact you about the next steps.
Company decision
With a client company
Randstad acts as an intermediary connecting candidates with companies; in some cases final handling of profiles and the decision on whom to contact rest solely with the company.

The final stages are set by the client company: final handling of profiles and the decision on whom to contact rest solely with the company.
Randstad does not publish timescales; your application status may not change because of the high volume of applications or because the company manages its own timings.
The published statuses only go as far as shortlisting: Randstad does not detail later interviews or assessments.

About Randstad España

Randstad España is the Spanish branch of Randstad N.V., a global leader in human resources and staffing solutions. The company provides a wide range of workforce solutions, including temporary and permanent placement, recruitment process outsourcing, and HR consulting. With a strong presence in Spain, Randstad España connects thousands of professionals with job opportunities across various sectors, including industrial, technical, and customer service roles.

For international professionals, Randstad España offers a gateway to the Spanish job market, with numerous openings in technical maintenance, customer service, and administrative roles. The company values diversity and inclusion, and its extensive network of offices across Spain ensures support for candidates seeking employment in different regions. Randstad's global reach and local expertise make it a reliable partner for those looking to relocate and work in Spain.