Jobs Sweden

Call Center Shift Supervisor (Intern/Trainee)

Job Title	Call Center Shift Supervisor (Intern/Trainee)
Employer	Brightbeam Solar
Adress: Country	Sweden
Address: City	Hakkas
Work type	Full-time
Expected Salary	13845 SEK
Posting Date	Tue Jun 10 2025
End Date	Fri Jun 20 2025

Description:

We’re scaling fast and looking for a Call Center Supervisor who’s not afraid to lead from the front — headset on, sleeves rolled up. You’ll oversee daily operations, ensuring agents meet performance goals while maintaining professionalism and empathy in every call. You’ll monitor call quality, handle escalations, and provide timely, actionable feedback to drive continuous improvement. You’ll monitor performance in real time, coach on the fly, and make sure nothing falls through the cracks overnight. You’ll give feedback that’s direct but never discouraging, honest but always helpful. You’ll track performance, sure — but you’ll also notice when someone just needs encouragement or a break. You’ll be the first to notice a script that doesn’t work, a system that slows agents down, or a bug that causes five tickets a day. You’ll hire, train, and onboard new team members — and you’ll make sure they actually want to stay. You’ll balance empathy with accountability and create a team that’s both kind and consistently effective. You’ll be a voice of reason when emotions are high and a source of energy when the team needs a push.

Basic Qualifications:

• Work with workforce management (WFM) to forecast call volumes, adjust staffing, and minimize under/overstaffing issues.
• Resolve internal team conflicts calmly and constructively, promoting open communication and teamwork.
• Balance empathy with efficiency—ensuring both employee satisfaction and customer retention are achieved.
• Track and reduce call escalations by identifying common root causes and implementing training or process fixes.
• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.

Preferred:

• Background or interest in customer service leadership, team operations, or support strategy.
• Able to balance daily operations with long-term team development and improvement goals.
• Pays attention to communication tone, professionalism, and consistency across all interactions.
• Knows how to identify process inefficiencies and propose solutions to streamline operations.
• Strong understanding of call center metrics like average handle time, first call resolution, and customer satisfaction scores.

Benefits:

• Flexible shifts and autonomy to manage schedules, workloads, and live support coverage.
• We believe in sustainable performance — not burnout, blame, or pressure without support.
• You’ll help develop SOPs, refine training materials, and improve the customer journey from the inside out.
• You’ll run daily huddles, listen in on calls, deliver 1:1 feedback, and turn insights into action.
• Opportunities to grow into CX Manager, Quality Assurance Lead, or Operations Director roles.

is a leadership skill of its own. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll ensure compliance with procedures even when no one’s watching — because that’s what professionals do. You’ll remain composed during high-volume periods, technical issues, or customer escalations, and guide your team accordingly. You’ll manage escalated situations with tact, empathy, and a solutions-first attitude that reflects our brand values. You’ll be trusted to lead — not just to manage — and we’ll back you with real responsibility, not babysitting. 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.