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Customer Service Support

Hybrid in Madrid·Full-time·Added today (last checked 28 Oct)

Accenture

286 open roles

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Our summary

Work mode: Hybrid, Madrid
Contract: Permanent, full-time hours
Experience: 2+ years
Benefits: Private health insurance, life insurance, flexible pay plan

Visa options

The ad doesn’t mention sponsorship
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

Minimum of 2 years of experience in Contact Center operations, operational support, quality control, or analysis of customer service operations.
Knowledge of the main operational KPIs: AHT, service level, FCR, abandonment rate, productivity, and quality.
Experience in SLA monitoring, detection of deviations, and preparation of action plans.
Advanced level of Excel, with the ability to analyze databases, create pivot tables, and prepare monitoring reports.
Experience in the preparation of operational reporting and dashboards.
Analytical skills, results orientation, and the ability to identify improvement opportunities.
Good communication, organization, and coordination skills with internal teams and providers.

Nice to have

Knowledge of Power BI or other data visualization tools.
Experience in quality calibrations, audits, and monitoring of improvement plans.
Experience in operational incident management and procedure review.
Knowledge of CRM tools, ticketing, and Contact Center platforms.
Experience in outsourced services and coordination with providers.
Education in data analysis, operations management, Business Administration, Administration and Finance, or related disciplines.

Pay & benefits

What you'll get

A compensation package that goes beyond salary: with flexible remuneration adapted to your needs.
Being part of Accenture, one of the leading companies in the sector; and within the team with the most forward-looking vision: Industry X.
A company where you can develop: with a training platform available to all employees without exception.
Stability and security: a permanent contract and life insurance from the very first moment, with the option of medical insurance.

The role

At Boslan, part of Accenture, we are a benchmark in Engineering and Consulting services, providing specialized support in the integral management and development of projects. We are a multidisciplinary team with a vocation for service and closeness, both within the project and with our clients.

Since our founding in 2000, we have not stopped growing. We are present in engineering and consulting projects all over the world.

As Customer Service Support, you will join one of the largest companies in the sector within the Nuclear Centers team and you will develop the following functions:

What you'll do

Monitoring of the main operational KPIs and verification of SLA compliance.
Detection of deviations regarding established objectives and preparation of corrective action plans.
Analysis of quality indicators and coordination of calibration sessions with the provider.
Identification of areas for improvement and definition of optimization, reinforcement, and training initiatives.
Evaluation of AHT (average handling time) in relation to defined objectives.
Detection of opportunities to optimize processes and improve operational efficiency.
Coordination, monitoring, and resolution of incidents related to service channels, systems, and occasional increases in activity.
Supervision of operational processes and procedures
Verification of the correct application of procedures and adaptation to business changes.
Identification of inefficiencies and development of proposals oriented towards the continuous improvement of operational processes.
Collection, consolidation, and analysis of data for the preparation of dashboards and monitoring reports.
Extraction of relevant conclusions and preparation of reporting for results control and presentation in monitoring committees.

Hiring process

2 steps1 interviewa task to do

Application · 15 min
Application review · With recruiters
Interviews
They contact you by phone or email (Workday) to schedule interviews by phone, video call or in person.
Online activity
Online test · Not every role
For some roles you are asked to complete an online activity on technical skills, strengths or decision-making.
Offer

Response time depends on the role and area; your recruiter can give you guidance.
If you are not selected, they keep your information for future opportunities.

About Accenture

Accenture is a global professional services company specializing in information technology services and consulting, with a workforce of over 700,000 people serving clients in more than 120 countries. The company operates across five business areas: Strategy and Consulting, Technology, Operations, Industry X, and Song, offering services that range from digital transformation and AI implementation to SAP integration and cybersecurity. Accenture is recognized as a global leader in consulting and technology services, consistently ranked among the world's largest and most influential firms in its sector.

In Spain, Accenture has a significant presence with offices in Madrid, Barcelona, and other major cities, employing thousands of professionals. The company is a major employer of international talent, offering roles in areas such as SAP consulting, AI engineering, cybersecurity, and digital design. Accenture's work culture emphasizes innovation, continuous learning, and diversity, making it an attractive destination for professionals seeking to advance their careers in a global environment. With a strong focus on emerging technologies like generative AI and agentic AI, Accenture Spain provides ample opportunities for international hires to work on cutting-edge projects.

Industry: Consulting
Founded: 1989
Employees: 500,000+
Headquarters: Dublin, Ireland
In Spain: Madrid, Barcelona, Bilbao and 4 more

Good to know if you are moving

Accenture Spain has offices in Madrid, Barcelona, and other cities, with a large number of roles in technology and consulting.
The company offers a global career framework, making it easier for international hires to transfer between countries.
Accenture is known for its strong focus on learning and development, with extensive training programs and certifications.
Many roles in Spain are bilingual, requiring both Spanish and English, but some positions are open to English-only speakers.
Accenture provides visa sponsorship and relocation support for qualified international candidates.

In their own words

About the company & team

If what you have read excites you and you believe your profile fits what we are looking for, do not hesitate to send us your application. We look forward to continuing to see Boslan and the Accenture Group grow together with people like you.

At Boslan part of Accenture, we are committed to equal treatment and opportunities between women and men, and we advocate for diversity as a driver of success in our Organization.

Your application will therefore be evaluated solely and exclusively based on the objective requirements of the position; without considering other personal factors such as gender, sexual orientation, race, religion, national origin, marital status, or family responsibilities.

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Additional information

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship, or any other legally protected status. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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