Job :
Tasks
Supervise the daily performance of the technical support team
Ensure compliance with KPIs (AHT, FCR, CSAT, SLA)
Provide technical and operational support to agents on complex cases
Schedule working hours, shifts, and resources according to workload
Coordinate ongoing agent training and replacement/recruitment if necessary
Analyze results and propose continuous improvement actions
Ensure communication with the client and internal teams (IT, Quality, HR)
Required profile :
Profile sought
Minimum 2 years of experience as a Supervisor or Team Leader in a technical call center
Previous experience as an IT technical support agent (hardware, laptops, motherboards, networks)
Very high or native level of Spanish, with excellent communication skills
Good command of CRM tools, call monitoring, and indicator management
Strong leadership, coaching, and conflict management skills
Advanced proficiency in Excel