Job Title: Spanish Call Center Supervisor (Onsite/Hybrid) – Lisbon
Location: Lisbon, Portugal
Work Type: Full-time
Work Arrangement: Onsite & Hybrid options available
About the Role:
We are seeking a Spanish-speaking Call Center Supervisor to lead and inspire a team of customer service agents in our Lisbon office. In this role, you'll manage day-to-day operations, support team development, and ensure high-quality service delivery to our Spanish-speaking customer base.
If you are a people-oriented leader with experience in customer service environments and a passion for coaching teams toward success, we'd love to hear from you
Key Responsibilities:
* Supervise, coach, and motivate a team of Spanish-speaking call center agents
* Monitor team performance against KPIs such as quality, productivity, and customer satisfaction
* Handle escalated customer issues and support resolution processes
* Conduct regular one-on-one meetings, performance reviews, and team briefings
* Ensure adherence to company policies, procedures, and quality standards
* Support onboarding and continuous training of new and existing team members
* Prepare reports and provide feedback to management on team performance and improvement areas
* Foster a positive, collaborative, and high-performing team environment
Requirements:
* Fluent in Spanish (C2 level) – written and spoken
* Strong English communication skills (B2 level or higher)
* Proven experience as a Team Leader or Supervisor in a call center or customer service environment
* Excellent leadership, communication, and conflict-resolution skills
* Ability to motivate and develop a diverse team
* Strong organizational and multitasking abilities
* Familiarity with call center tools and reporting systems (e.g., Zendesk, Talkdesk, Salesforce)
* Eligibility to work in Portugal (EU citizen or valid work visa)
What We Offer:
* Competitive salary with potential performance-based bonuses
* Flexible hybrid work model (after onboarding)
* Private health insurance
* Training and leadership development programs
* A collaborative and multicultural team environment
* Modern office space located in central Lisbon
* Career growth and internal mobility opportunities
* Regular team-building events and perks
Working Hours:
* Full-time: 40 hours/week
* Monday to Friday (some flexibility may be required depending on team schedule)