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.

Responsibilities

• 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.

Requirements

• 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.

Compensation and benefits

€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.