Jobs Spain

BPO Team Supervisor (Intern/Trainee)

Job Title	BPO Team Supervisor (Intern/Trainee)
Employer	Omnea
Adress: Country	Spain
Address: City	Canet de Mar
Work type	Part-time
Expected Salary	1049 EUR
Posting Date	Tue Jun 10 2025
End Date	Wed Jun 18 2025

Description:

We’re looking for a Call Center Supervisor who leads with empathy, listens first, and knows how to turn a support team into a community. You’ll be managing a team that grows quickly, shifts constantly, and never has two identical days. You’ll monitor call quality, handle escalations, and provide timely, actionable feedback to drive continuous improvement. You’ll help build the culture from the ground up — feedback loops, rituals, check-ins, all shaped by your leadership. You’ll bring a calm presence, keeping agents focused, confident, and supported through late-night workloads. You’ll manage handoffs between shifts, making sure everything is logged, documented, and ready for the next crew. You’ll keep morale high through honest communication, clear expectations, and a culture of accountability. You’ll enforce compliance with company procedures, industry regulations, and internal quality standards. You’ll conduct regular one-on-one sessions, coaching conversations, and structured performance evaluations. You’ll maintain documentation on agent performance, attendance, and disciplinary actions in a confidential and consistent manner.

Basic Qualifications:

• Coordinate with HR regarding attendance issues, performance warnings, or policy violations when necessary.
• Document and update internal SOPs for call handling, escalation paths, or crisis protocols to ensure consistent execution.
• Assist with onboarding and training of new agents—ensuring they understand product knowledge, tools, tone, and internal systems.
• Ultimately, ensure the call center runs smoothly, delivers exceptional customer service, and supports business goals with a motivated and capable team.
• Analyze call metrics and agent dashboards using software like Five9, Talkdesk, or Zendesk to track trends and identify improvement areas.

Preferred:

• Experience leading a team of call center agents in a customer service or sales environment.
• Familiar with call center software and CRM tools such as Zendesk, Five9, Talkdesk, or Salesforce.
• Understands how to implement standard operating procedures and ensure policy compliance.
• Pays attention to communication tone, professionalism, and consistency across all interactions.
• Willing to organize training sessions, quality assurance reviews, and performance evaluations.

Benefits:

• You’ll have real input on hiring, retention, scripts, and systems — not just team metrics.
• We care about team culture — empathy, accountability, and clarity are at the core of how we work.
• Lead remotely or onsite in a role where your guidance directly shapes team performance and customer satisfaction.
• Opportunities to grow into CX Manager, Quality Assurance Lead, or Operations Director roles.
• We celebrate call saves, escalations that didn’t escalate, and agents who grow under your wing.

You’ll help foster a professional, results-driven environment that balances productivity with staff well-being. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll keep tools updated, workflows optimized, and your floor running smoothly even on the busiest days. You’ll keep the floor (or the chat room) organized, focused, and safe — even in silence. You’ll represent your team to leadership — with clear data, honest insights, and solutions, not just problems. You know that great service starts with how we treat each other behind the scenes. If you’re ready to lead with clarity, coach with consistency, and deliver results through people — we invite you to apply. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.