The successful candidate will be responsible for direct and manage all activities associated with Customer Engagement Center (CEC) operations, including developing and implementing policies and procedures on systems.
Maintain and enhance customer services by organizing and evaluating service, delivery systems and procedures. Direct supervision of employees, working to develop and coach talent to ensure the successful operation of the team and organization.
Contribute to departmental business plans and priorities by applying company policies and procedures to resolve a variety of issues.
Set priorities to the team to ensure task completion; coordinates work activities with other Team Leaders and rest of support functions (WFM, training, etc)
Develop and implement process and/or operational improvements to enhance efficiency and effectiveness of operations.
Ensure productivity meets or exceeds service and quality standards.
Ensure optimal resource allocation and team multiskilling are achieved without jeopardizing quality and overall project targets.
Assess and analyze team performance and competencies, identifying skill gaps, providing feedback and coaching to develop a baseline of service opportunities
Assists in training new employees and ensuring ongoing training is effective.
Measure service levels and tracking systems for program improvement.
Analyze and resolve customer service escalations
Manages company personnel policies in all areas and follows company staffing standards and training recommendations.
Contributes proactively to building team atmosphere, ensuring an all-round conflict management supervision.
Leading the team to make the customer experience memorable.
Dimensions and Organizational Relationships:
You will be reporting to the Operations Manager.
The shift involves working from 12h to 21h, Monday to Friday.
The role will be based in Madrid, Spain.
In return for your commitment you will be rewarded with a competitive salary plus bonus and a benefits package.
Send your cv in English
Minimum of 3 years’ experience in a leadership role in a high volume call center environment
Native or high level of Spanish and English
Demonstrated ability to work with minimal supervision to achieve excellent customer and employee satisfaction
Leadership skills to coach, train and mentor workgroup employees.
Excellent verbal and written communications and listening skills.
Ability to read and write and communicate clear and understandable instructions.
Strong organizational, problem-solving, and analytical skills.
Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities.
Innovative, self-motivated, business oriented self-starter with ability to perform.
Ability to manage multiple tasks in fast paced environment
Ability to manage resources to meet fluctuating volumes, required response times, and strict compliance to policies and schedules
Preferably with knowledge of the automotive sector
Ability to motivate successful team behavior and develop talent within the organization.
Escrito: Materno –
Hablado: Materno –
Escrito: Intermedio Alto (B2) –
Hablado: Intermedio Alto (B2) –
Traducción: Intermedio Alto (B2)