Spanish Call Center Supervisor (Onsite/Hybrid) Lisbon

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)