Shape the Future of Digital Commerce with Your Visionary Expertise
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.
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.
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.
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.
Ensured full compliance with company policies, industry regulations, and quality standards.
Bachelor's degree in Business Administration, Communications, or a related field.
~5+ years of progressive experience in call center management, preferably within a BPO or outsourced services environment.
~ Demonstrated success in meeting/exceeding performance targets, improving CSAT scores, and leading process improvement initiatives.
~ Proficient in call center technologies including ACD systems, CRM platforms (e.Salesforce), and real-time performance dashboards.
~ Please send your CV in English!
Please note this role requires to work 100% from the office.