Customer Service Center Supervisor

Description

Job Summary: We are seeking a Customer Service Center Supervisor for our facility in L'Hospitalet de Llobregat, responsible for analyzing performance indicators, staffing planning, supervising process improvements, and team development. Key Highlights: 1. Lead team development and training 2. Integrate into a young and dynamic team 3. Commitment to diversity and inclusion We are currently looking to hire a **Customer Service Center Supervisor** for our offices located in **L'Hospitalet de Llobregat**, to be responsible for **analyzing key performance indicators**, **staffing planning and sizing**, **supervising the implementation of improvements**, and **leading team development**. **What will you do in this role and what are your responsibilities?** * Analyze and monitor key performance indicators to ensure achievement of quality and performance targets. * Plan and size staffing levels, ensuring adequate coverage for each shift. * Identify and supervise the implementation of improvements to customer service center processes and tools. * Manage resolution of operational queries, escalations, and support during critical situations. * Lead team development and training, including performance reviews, conflict resolution, and strengthening team members’ skills and competencies. * Manage resolution of operational queries, escalations, and support during critical situations. **What do we offer?** * Permanent contract **(start date from September)** * Working hours: 40h/week * Schedule: Monday to Friday, 3:00 PM – 11:00 PM * Salary: €25,462/year * Opportunity to join a young, dynamic team with an excellent working environment. **The ideal candidate:** Must have prior experience as a supervisor in a telephone contact center and in team management, performance indicator analysis, and process improvement. The ideal candidate must be **proactive**, possess **leadership skills**, and demonstrate problem-solving ability under pressure. Interpersonal skills, teamwork orientation, and a strong commitment to continuous improvement are highly valued. **Key skills and experience:** * University degree required. * Prior experience as a telephone contact center supervisor required. * Knowledge of telephone systems and related software is desirable. * Proficiency in office productivity tools and typing skills to accurately and efficiently record information during telecare calls. **A bit more about us** Tunstall is a market-leading provider of healthcare and assistive technology. We are passionate about ensuring our teams reflect the brilliant and unique qualities of the people and communities we support. Our exceptional team of over 3,000 professionals delivers life-saving and life-changing technology and services to millions of customers across 18 countries. At Tunstall, you’ll find a place where you are valued and appreciated. We empower our people to reach their full potential through teamwork, innovation, and leadership — by creating an environment that champions diversity and inclusion. We demonstrate our commitment to diversity and inclusion at every step: from our open, fair, and transparent recruitment processes to the numerous professional development and growth opportunities we provide. Every person at Tunstall has a superpower: they are unique. Join our mission and become part of our team — our One Tunstall team.