馃殌 Shape the Future of Digital Commerce with Your Visionary Expertise 馃寪 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鈥檚 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.
- Strong leadership presence with excellent interpersonal, communication, and conflict-resolution skills.
- Proficient in call center technologies including ACD systems, CRM platforms (e.g., Salesforce), and real-time performance dashboards.
- Results-oriented with strong organizational and multitasking abilities in fast-paced, target-driven environments.
- Experienced in handling sensitive customer escalations with professionalism and empathy.
Application Process: Ready to embark on this journey with us? Please send your CV in English! Please note this role requires to work 100% from the office.
Our offices are very centric tough: Metro Station Avenida de Am茅rica 馃槂 (Madrid). 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. Join Miravia, and let's shape the e-commerce landscape together!