Shape the Future of Digital Commerce with Your Visionary Expertise
About Miravia:
Miravia is an innovative e-commerce platform, part of Alibaba Group, 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 general teams to develop the e-commerce platforms of tomorrow.
Your Role:
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.
Key Responsibilities:
* Led and managed a team of call center agents, ensuring exceptional customer service delivery and timely resolution of customer inquiries.
* Designed and executed call center strategies, workflows, and KPIs to achieve performance goals and enhance the overall customer experience.
* Monitored team performance through regular evaluations, provided targeted coaching, and delivered training programs to strengthen agent capabilities.
* Partnered with cross-functional teams to resolve complex customer issues and identify opportunities for process optimization.
* Analyzed operational data to detect trends, generate actionable insights, and support strategic decision-making.
* Oversaw daily operations including workforce scheduling, task allocation, and resource planning to maintain optimal service levels.
* Cultivated a positive, collaborative team culture that promoted engagement, accountability, and professional growth.
* Ensured full compliance with company policies, industry regulations, and quality standards.
Qualifications:
Bachelor’s degree in Business Administrati
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