Shape the Future of Digital Commerce
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 integral 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 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.
Location
Please note this role requires working 100% from the office at Metro Station Avenida de América (Madrid).
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