Supervisor/a de call center
Based in Spain
Core
Manage call center operations, quality, and training teams while monitoring KPIs and optimizing service efficiency.
Role type
Senior IC call center operations supervisor
Builds
Daily call center operations and service quality improvements
Domain
Customer service operations
Deliverable
dashboards & analysis
Required skills
Call center operations management, KPI monitoring, Data analysis, Advanced Excel, Power BI, Salesforce, Team leadership, Process optimization
Preferred skills
Data-driven mindset, Stakeholder communication
Responsibilities
Manage quality and training coordinators, Monitor service KPIs and correct deviations, Analyze data to identify trends and improvement areas, Provide feedback to agents, Report on team performance and key metrics, Coordinate daily team activities, Liaise with HR and clients
Seniority
Senior, hands-on IC