Experteer Overview In this role you will oversee daily service operations for Zinia, Santander’s checkout lending platform, ensuring SLA compliance and end-to-end efficiency. You will lead contact center activity across regions, optimize volumes, and guide multi-site execution to deliver excellent customer experience. You’ll collaborate with Amazon, BPO partners, and WFM teams to forecast, plan, and improve performance, while supporting launches and ramp-ups of new services. This is a dynamic, growth-focused position in a multiregional setup.Compensaciones / Beneficios
- Lead daily operation of the Amazon service ensuring SLA, NDS, and FCR targets
- Monitor KPIs: service levels, volumes vs forecast, AHT/TMO, escalations, quality, PRR, Completion Rate, Handover Ratio
- Supervise teams and Team Leaders for operational discipline and execution
- Manage direct relationship with Amazon on SLAs, performance, and improvement plans
- Manage relationships with BPO partners across geographies and support multihub strategy
- Coordinate forecasting and planning with WFM to control costs
- Ensure compliance with SLAs and KPIs across services
- Design and set up new services and markets including RFPs and transition plans
- Support onboarding of new vendors, teams, and ramp-upsResponsabilidades
- +6 years of experience in a similar role
- Leadership, ownership and accountability
- Results-oriented
- Operational and end-to-end process vision
- Change management and continuous improvement
- Analytical skills and KPI-driven management
- Effective communication and cross-functional collaboration
- Influence and stakeholder management
- Organization and time management
- Strategic thinking
- Problem solving
- Ability to work under pressure and resilienceRequisitos principales
- Competitive remuneration and attractive benefits package
- Growth opportunities within the company and the Group
- Collaboration on international projects across countries
- Excellent work environment, social clubs and frequent events