Contact Center Supervisor

About the role

AIRE Ancient Baths is looking for a Contact Center Supervisor in Santa Cruz de Tenerife. You will lead the Booking Agents Team on your shift, making sure operations run smoothly and meet company protocols and customer service standards. The company runs 10 centres worldwide and is building a new one in Los Angeles.

Key responsibilities

• Ensure full compliance with policies, procedures and service standards.
• Check that agents complete their work on time, manage breaks and stay on standby for unexpected events.
• Monitor productivity and conduct of each agent and make sure internal standards are met.
• Keep agents up to date on processes, protocols and booking execution.
• Answer customer questions, handle complaints and support agents in irregular situations.
• Manage bookings and reservations and provide customer service.
• Identify operational issues, suggest improvements to the Contact Center Manager and escalate system errors.
• Guide and support the Booking Agents team, including scheduling and following up on one-to-ones and channeling their feedback to management.
• Act as manager on duty when the Contact Center Manager is absent.

Required profile

• Fluent English and Spanish.
• 1-2 years of experience in a leadership role within an English-speaking contact centre.
• +2 years of experience as an English contact centre agent.
• Strong leadership skills and enjoyment of helping others.
• Experience in hospitality, wellness or fitness is appreciated; experience with Salesforce Service is appreciated.

What we offer

• Base salary of 21,260.83 EUR.
• Night and transport bonuses.
• On average 40 holiday days (32 under the collective agreement plus extra days depending on public holidays worked).
• Referral program, birthday gift experience and 30% discount on all experiences.
• Employee discount on private health insurance.