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Contact Center Supervisor

On-site in Barcelona·Full-time·Added 3 days ago

Still open when we checked on 5 Oct

Servinform

129 open roles

Overview

Job details

  • Permanent contract

    Full-time.

Requirements

  • Have the right to work in Spain

    No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

  • Work on-site in Barcelona

    No relocation package mentioned.

Skills

This job was automatically translated to English.

Requirements

What we're looking for

  • Availability to work full-time.
  • Experience in Call center / Customer service
  • Experience in people management.
  • High level of Microsoft Excel
  • Leadership and teamwork skills.
  • Goal-oriented.
  • Sales skills.
  • Analytical capacity and the ability to challenge and optimize the team's results, such that they must analyze the main metrics and employee performance to seek ways to improve them, both from a collective and individual point of view.

Pay & benefits

What you'll get

  • Joining a stable and consolidated project, in a professional and collaborative environment.
  • Full-time, Monday to Friday on a fixed morning shift.
  • Indefinite contract, with development prospects.
  • Contact Center collective agreement, Supervisor B category.
  • Agreement salary
  • Excellent working environment, with a culture of support and continuous improvement.

The role

We are looking to hire a Customer Service Supervisor for an important project in the Public Administration sector. In this service, we handle

Are you passionate about leading teams? Do you have an analytical vision, customer orientation, and the ability to drive results? This could be your opportunity!

What you'll do

  • Supervise agents: Monitor the daily performance of customer service agents.
  • Assign tasks and shifts: Organize schedules, breaks, and call distribution.
  • Motivate and lead: Foster a positive environment, resolve conflicts, and maintain high morale. Quality and performance control
  • Measure KPIs: Analyze key indicators such as average call time, resolution rate, customer satisfaction, etc.
  • Feedback: Provide individual and group coaching to improve skills and correct errors. Operational management
  • Reports and analysis: Prepare reports for management regarding performance, incidents, and improvements.
  • Process implementation: Ensure that established procedures are followed. Interaction with other areas
  • Communication with other departments: Report on results, needs, and proposals.
  • Participation in strategic meetings: Contribute ideas to improve the customer experience

About Servinform

Industry
Business Process Outsourcing

In their own words

About the company & team

With 47 years of experience, at Servinform we have grown with a clear objective: to transform businesses through innovative technological solutions. Today, we are leaders in the development of advanced technologies such as RPA and IDP, offering personalized solutions for various sectors.

With more than 6,000 professionals, our team is the key to our success. If you are looking to be part of a dynamic, highly trained team with a global vision, join Servinform.

We continue to grow and we want you to be part of this evolution.

Additional information

**No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. Therefore, at Servinform group, we focus on equality and diversity as an elemental factor for social progress, working day by day to achieve this objective.

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