Team Leader, Call Center, Gallego

This is a fully remote position, open to applicants in Spain.

📋 Description

• Adherence to the methodology and support in project management.

• Oversight of the onboarding/welcome phase for agents.

• Management of attendance, permissions, and vacations.

• Monitoring of agents to ensure quality tracking.

• Motivation and support for the team.

• Management and resolution of incidents.

• Identification of the training needs of the team.

• Measurement of quantitative and qualitative variables related to the position.

• Assessment of behavioral aspects, including compliance with rules, punctuality, absenteeism, and turnover.

• Training agents on procedures, tools, and campaign scripts.

• Administrative management and report preparation.

• First-line support via phone, chat, and email for general inquiries about orders, accounts, and purchasing processes.

• Subsequent resolution of technical inquiries regarding devices and digital services such as Alexa, Prime Video, Kindle, and Fire TV.

⛳️ Requirements

• Native Galician or at least C1 level proficiency.

• Residency in Galicia.

• Minimum of 6 months experience as a coordinator in a call center; preferably 1 year.

• Intermediate/high knowledge of Google Sheets and Excel.

• Proficiency in CRM and coordination tools.

• Ability to thrive in a dynamic environment and adapt to changes.

• Results-oriented leadership and commitment to continuous improvement.

• Assertive, clear communication adapted to various profiles.

• Conflict management skills, mediation, and resolution of team incidents.

• Organization, prioritization, and time management capabilities.

• Attention to detail and rigor in process monitoring.

• Decision-making ability.

• Skill in providing constructive feedback and conducting coaching sessions.

• Capacity to motivate the team and encourage collaborative work.

• Analytical and synthesis capabilities.

🏝️ Benefits

• Full-time employment. 39 hours per week from Monday to Friday.

• Permanent contract.

• Start date on 16/11/2026.

• Split schedule from 10 AM to 7 PM (preferred) or from 9 AM to 6 PM.

• Salary according to the Contact Center agreement for the coordinator position: €18,707.27 gross/year (€1,558.94 gross/month).

• 100% remote work from Galicia.

• The company provides a computer, monitor, headset, and mouse to your home.

• Opportunity to be part of an international company.

• Commitment to diversity, equity, and inclusion; non-discrimination based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy, or other differences.