Marketing Call Center is built around a predominantly cooperative culture, where people, trust and teamwork guide daily operations. The company favors a close management style focused on support, empowerment and strong human relationships. This collaborative foundation is complemented by an innovative mindset that stimulates creativity and initiative, alongside a performance-driven approach based on clear objectives. Structured organizational practices further contribute to operational efficiency and reliability. [+]

Reporting to the Operations Manager, you will manage the activity of your team dedicated to the Spanish market. Your responsibilities will focus on 3 areas:
1. Performance Management:
- Monitor and analyze production indicators (KPIs: AHT, Quality Score, CSAT, Absenteeism) in real time.
- Ensure the achievement of quantitative and qualitative objectives set by the client.
- Implement immediate corrective action plans in case of performance decline.
2. Management & Coaching:
- Lead, motivate, and retain your team of customer advisors.
- Conduct individual coaching (side-by-side) and debriefings to ensure agents' skill development.
- Manage day-to-day HR administration (schedules, lateness, leave, discipline).
3. Reporting:
- Provide daily and weekly reporting to management.
- Participate in production meetings and propose process improvement ideas.

We are looking for a field manager who is exemplary and charismatic.
1-Languages:
- Spanish: Level C1/C2 or Native Speaker (Essential for coaching and customer relations).
2-Experience:
- Proven experience (min. 1 to 2 years) as a Supervisor/Team Leader in a call center.
- OR a confirmed "Senior Agent / Backup" profile with excellent KPI mastery and real leadership skills.
3-Key Skills:
- Perfect command of Excel (Pivot tables, reporting) and supervision tools.
- Ability to manage stress and priorities.
- Analytical skills and results-oriented.
4-Leadership: Exemplary, fair, good listener, and firm.