We're seeking an experienced Contact Centre Back Office Operations Manager to join our Customer Experience in Barcelona (hybrid). If you're ready to soar, we're ready to take you there.
What you will do:The Role's Key Responsibilities and Tasks
Own external CX Partner's relationship across multiple regions, Partners, sites and lines of business
Work with the Partner's Operations Directors to manage and improve the Partner's performance through performance monitoring, problem resolution, system audits and quality assurance measures.
Monitor performance, ensuring productive hours, performance targets, and quality standards are achieved.
Conduct weekly, monthly, and quarterly business reviews.
Work with the quality team to implement best-in-class Customer Service and initiate appropriate actions as needed.
Work with resource planning to review channel forecasts, AHT, SLA, and occupancy levels in order to create a three-month forecast of required productive hours and agents.
Work with training to plan training calendars/roadmaps for both new hire induction, upskilling, cross‐skilling, and refresher training.
Support real‐time management and help coordinate various actions to address performance, ensuring targets are achieved.
Monitor various key performance indicators and initiate root cause analysis to identify drivers impeding expected account performance.
Take full accountability for First Contact Resolution.
Represent the 'voice of the customer' by highlighting contact reasons and customer dissatisfaction drivers to identify and implement appropriate measures and drive change.
Ensure updates are properly shared, communicated, understood, and cascaded down to agents and team leaders.
Ensure all tools and requirements are fully functional, support and drive solutions through appropriate processes.
Maintain clear records and shared folders of all reports, documents and operational KPI's.
Challenge existing processes and proactively contribute to the development of the overall customer experience, including the development/improvement of systems and procedures.
Promote understanding in all relevant business areas and obtain buy‐in for change.
What you need to succeed:
+5 years of experience in managing large customer support operations and BPO vendors.
Strong analytical and problem‐solving skills.
Excellent leadership and communication skills.
Ability to collaborate effectively with cross‐functional teams.
Results‐driven mindset with a focus on continuous improvement.
Preferred Qualifications
Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI‐powered assistants.
Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI‐driven solutions into workflows.
AI‐Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity.
Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.
What's in it for you?Here's what we offer:
A rewarding Compensation package! Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance‐based bonuses, birthday day off, discounts and partnerships, relocation support and premium equipment with role‐based selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycle.
Continuous learning to fuel your growth and explore new horizons! Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
Grow opportunities to empower your career and unleash your potential! Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
Well‐being is our priority. Embrace Freedom and Flexibility! At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home‐office model focused on outcomes. You'll be able to find the right work‐personal life balance that suits you best.
Work hard, party hard! We believe in having fun and connecting with colleagues! Join eDO for after‐work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
Enjoy a dynamic and healthy environment! Be innovative, take risks, and share your ideas. Our diverse and open‐minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.
Apply now!We are an equal‐opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don't meet every requirement? If you're excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.
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