About the role
This role leads a team of agents and owns their service indicators with the client. A large part of the work is training, coaching and resolving the cases the team escalates.
What you will do
- Lead and coach a team of customer service agents.
- Own the service indicators agreed with the account.
- Run individual check-ins and the team's quality sessions.
- Resolve escalated cases and decide when to involve the client.
- Prepare and present the operation's periodic reports.
What we need
- Previous experience leading teams in customer service environments.
- Native or equivalent Spanish and professional English.
- Valid right to work in Spain.
- Ability to read service indicators and act on them.
- Proven ability to develop people, not only supervise them.
Useful, but not essential
- Experience in outsourcing environments with client accounts.
- Experience managing hybrid or distributed teams.
- Knowledge of the contact centre collective agreement.
Terms under the applicable collective agreement
This role is covered by the contact centre collective agreement, which sets the following minimum terms:
- A 39-hour week and 1764 annual hours.
- 32 calendar days of holiday per year.
- Pay distributed across 14 payments.
- A language supplement of 130.95 euros per month for roles that qualify.
Equal opportunities
Corpshore selects its teams on competence and fit for the role. We do not discriminate on grounds of age, sex, origin, sexual orientation, gender identity, religion, disability or any other personal or social circumstance. If you need an adjustment during the selection process, say so in your application and we will agree it with you.