AIRE Ancient Baths
Contact Center Supervisor
Lead the Booking Agents team on shift at AIRE Ancient Baths' Tenerife contact centre, keeping bookings and guest enquiries running to the company's service standards.
Tehtävät
- Keep the operation running: check agents' shift-in and shift-out, manage breaks, and stand in when an agent has an unforeseen event.
- Monitor each agent's productivity and conduct and make sure internal standards are met.
- Keep agents up to date on processes, protocols, and booking execution.
- Answer questions, handle complaints, and support agents through irregular circumstances.
- Provide customer service directly, answering guest enquiries and managing bookings correctly.
- Hold one-to-ones with agents and channel their needs to management; act as manager on duty when the Contact Center Manager is away.
- Identify operational issues, suggest improvements to the Contact Center Manager, and escalate system errors to resolution.
Odotamme
- Fluent English and Spanish.
- One to two years' experience in a leadership role within an English-speaking contact-centre operation.
- More than two years' experience as an English contact-centre agent.
- Strong leadership skills and a genuine interest in helping others excel.
- Experience in hospitality, wellness, or fitness appreciated; Salesforce Service experience appreciated.
Palkkaus ja edut
€21,466.28 / year base salary, plus night and transport bonuses- Night and transport bonuses.
- An average of 40 holiday days (32 by collective agreement plus extra days depending on public holidays worked).
- Referral programme and an AIRE experience as a birthday gift.
- 30% off all AIRE experiences and an employee discount on private health insurance.