Contact Center Supervisor

AIRE Ancient Baths; Santa Cruz de Tenerife; On-site; EUR 21,000 - 24,000; Full time

Benefits offered by this job

Night bonus

Transport bonus

40 holiday days

Referral program

Discount on experiences

Private health insurance discount

Job summary

AIRE Ancient Baths is seeking a Contact Center Supervisor to lead the Booking Agents team, ensuring smooth shift operations and adherence to service standards. You will monitor performance, coach agents, and handle inquiries and escalations while maintaining a positive work environment.

Required are 1–2 years in a leadership role in an English-speaking contact center and 2+ years as an English agent. Hospitality experience is a plus; Salesforce Service is advantageous.

Qualifications

• Fluent in English and Spanish.
• 1–2 years of leadership experience in an English-speaking contact center.
• +2 years of experience as an English contact center agent.
• Experience in hospitality, wellness or fitness is appreciated.

Responsibilities

• Lead the Booking Agents team on your shift to ensure operations meet company protocols.
• Monitor productivity and conduct; ensure internal standards are met.
• Keep agents updated on processes and booking execution.
• Address inquiries, handle complaints, and support agents in irregular circumstances.
• Promote internal communications and maintain a professional work environment.
• Provide customer service and manage bookings accurately; report issues to the Contact Center Manager.

Skills

Leadership

English fluency

Spanish fluency

Team management

Tools

Salesforce Service

Job description

About Us

AIRE Ancient Baths are temples dedicated to creating the ultimate relaxation experience, where time does not exist. Inspired by the tradition of baths from ancient Roman, Greek, and Ottoman civilizations, the AIRE Experience always takes place in restored historical buildings in the center of globally acclaimed cities.

About Us

AIRE Ancient Baths are temples dedicated to creating the ultimate relaxation experience, where time does not exist. Inspired by the tradition of baths from ancient Roman, Greek, and Ottoman civilizations, the AIRE Experience always takes place in restored historical buildings in the center of globally acclaimed cities.

At AIRE we are proud to have an international presence with 10 established centers: NYC, Chicago, Toronto, London, Copenhagen, Barcelona, Sevilla, Almeria, and Vallromanes. We are already looking into the future and moving onwards, with our soon-to-be-opened, Los Angeles - 2026 - facilities.

We are even prouder of the caring, inclusive, and familiar work environment we have created for all our employees.

The Role

As Contact Center Supervisor you will lead the Booking Agents Team on your shift to guarantee proper operation by meeting company protocols and customer service standards.

Key Responsibilities

Guarantee full compliance with policies, procedures, and service standards.

• Ensure smooth operations by checking all Agents are doing their work in a timely manner: checks the shift-in and shift-out, manages the Breaks, and is on standby if an Agent has an unforeseen event.
• Productivity and conduct monitoring of each agent, as well as ensuring that internal standards are met.
• Ensure that all agents are updated with processes and protocols and booking executions.
• Answer questions, handle complaints, and support agents in any irregular circumstances.
• Oversee that there is a professional and harmonious work environment.
• Promote and maintain internal communication flows.
• Provide customer service answering any inquiry the customer may have and manage any booking reservations correctly.
• Identify operational issues and suggest possible improvements to the Contact Center Manager.
• Elevate system errors to their resolution.

Guide & Support your Booking Agents team for development and employee satisfaction

• Schedule and participate in one-to-ones with the agents, and ensure their impressions and needs are channeled to management.
• Holds and follows up on any problem that the agent may have.
• Manager on duty when the Contact Center Manager is not present.

Who You Are

• You are fluent in English and Spanish.
• 1-2 years of experience in a leadership role within an English-speaking Contac Center operation is required.
• +2 years of experience as English Contact Center Agent is required.
• You have strong leadership skills and enjoy helping others to excel.
• Experience in the hospitality, wellness, or fitness industry is appreciated.
• Experience with Salesforce Service is appreciated.

Why You Should Join Us

• Base salary 21.466,28 €
• The opportunity to grow in a leadership role and develop your skill set.
• Night and transport bonuses are paid.
• An average of 40 holiday days (32 days per collective agreement + extra holiday days depending on public holidays you work).
• Referral Program.
• AIRE gif experience on your birthday.
• 30% off in all our experiences!
• Employee discount for private health insurance.

Team Spirit is our big asset! We are proud to have a welcoming and inclusive working environment where everyone's opinions and backgrounds are heard and respected.