P b Shape the Future of Digital Commerce with Your Visionary Expertise /b /p pstrong About Miravia: /strong /p pstrong Miravia /strong is an innovative e-commerce platform, part of strong Alibaba Group /strong, that connects buyers and sellers effortlessly. We are committed to providing a dynamic shopping experience by partnering with forward-thinking brands across diverse categories. Based in Madrid, we collaborate with global teams to develop the e-commerce platforms of tomorrow. /p pstrong Your Role: /strong /pp As a Call Center Operations Manager, you played a pivotal role in driving service excellence and operational efficiency within a high-performing customer support environment. You led, coached, and developed a dynamic team of agents while implementing data-driven strategies to elevate customer satisfaction and streamline processes. Your leadership ensured seamless day-to-day operations and continuous improvement across key performance metrics. /p pstrong Key Responsibilities: /strong /pulli Led and managed a team of call center agents, ensuring exceptional customer service delivery and timely resolution of customer inquiries. /lili Designed and executed call center strategies, workflows, and KPIs to achieve performance goals and enhance the overall customer experience. /lili Monitored team performance through regular evaluations, provided targeted coaching, and delivered training programs to strengthen agent capabilities. /lili Partnered with cross-functional teams to resolve complex customer issues and identify opportunities for process optimization. /lili Analyzed operational data to detect trends, generate actionable insights, and support strategic decision-making. /lili Oversaw daily operations including workforce scheduling, task allocation, and resource planning to maintain optimal service levels. /lili Cultivated a positive, collaborative team culture that promoted engagement, accountability, and professional growth. /lili Ensured full compliance with company policies, industry regulations, and quality standards. /li /ul pstrong Qualifications: /strong /pulli Bachelor’s degree in Business Administration, Communications, or a related field. /lili5+ years of progressive experience in call center management, preferably within a BPO or outsourced services environment. /lili Demonstrated success in meeting/exceeding performance targets, improving CSAT scores, and leading process improvement initiatives. /lili Strong leadership presence with excellent interpersonal, communication, and conflict-resolution skills. /lili Proficient in call center technologies including ACD systems, CRM platforms (e.g., Salesforce), and real-time performance dashboards. /lili Results-oriented with strong organizational and multitasking abilities in fast-paced, target-driven environments. /lili Experienced in handling sensitive customer escalations with professionalism and empathy. /li /ul pstrong Application Process: /strong /p p Ready to embark on this journey with us?strong Please send your CV in English! /strong /p pstrong Please note this role requires to work 100% from the office. Our offices are very centric tough: Metro Station Avenida de América (Madrid). /strong /p p Whether you tick every box or bring a unique blend of skills, we want to hear from you. Diversity is our strength, and we encourage applications from those who bring distinct perspectives to our team. /p pstrongem Join Miravia, and let's shape the e-commerce landscape together! /em /strong /p