Need a visa? This role doesn’t mention sponsorship. Explore jobs with visa sponsorship

Contact Center Customer Service Manager🤝

DIA

Madrid, SpainOn-siteCompetitiveAdded yesterdayMid · 3+ yearsPermanentRemote: Hybrid🇪🇸Spanish: Native

Hybrid🇪🇸 Translated from SpanishExcel Crm Kpis Slas Customer experience Contact center Bpo

Gestor/a en Atención al Cliente Contact Center🤝

DIA

·Madrid, Spain

Apply Now

Madrid, SpainOn-siteCompetitiveAdded yesterdayMid · 3+ yearsPermanentRemote: Hybrid🇪🇸Spanish: Native

Hybrid🇪🇸 Translated from SpanishExcel Crm Kpis Slas Customer experience Contact center Bpo

DIA

Retail

View company profile www.dia.es

Spanish company

33000 employees

Founded 1979

Locations

HQ: Madrid, Spain

Madrid Barcelona Valencia Seville Malaga Zaragoza Alicante Murcia Albacete Huelva Cordoba

DIA (Distribuidora Internacional de Alimentación) is a prominent Spanish multinational retail company specializing in the proximity supermarket sector. Operating a vast network of thousands of stores across Spain, Argentina, and Brazil, the company is a major player in the grocery market, known for its focus on neighborhood convenience and a strong portfolio of private-label products.

Headquartered in Madrid, DIA maintains a massive operational footprint in Spain with stores and distribution centers in nearly every province. For international professionals, the company offers diverse opportunities within its corporate headquarters and logistics hubs, particularly in areas like supply chain management, digital transformation, and retail operations, making it a significant employer for those looking to enter the Spanish retail industry.

Founded in 1979 in Madrid with the opening of its first store on Calle Valderrodrigo. It expanded rapidly through acquisitions and international growth, becoming a publicly traded company in 2011.

For international professionals

One of Spain's largest employers with a global workforce of over 30,000 people.
Headquartered in Las Rozas (Madrid), which serves as the central hub for corporate, tech, and administrative roles.
Offers a wide variety of roles ranging from frontline retail and logistics to specialized corporate functions in expansion and HR.
The company is currently focused on a major digital and store-format transformation, creating opportunities for modernization-focused professionals.
Provides a decentralized work environment with regional delegations across Spain, including major hubs in Valencia, Zaragoza, and Malaga.

Contact Center Customer Service Manager🤝

DIA

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Requirements

University degree in Business Administration, Marketing, Law, Engineering, or similar.
At least 3 years of experience in Customer Service, Contact Center, or Customer Experience, with special value placed on the management of external providers (BPO).
Knowledge of management indicators (KPIs and SLAs) and CRM tools.
Advanced level of Excel.
Experience in the retail sector and knowledge of Customer Service regulations is valued.

Benefits

Full-time permanent contract from the first day.
Hybrid work model to promote the balance between personal and professional life.
Be part of one of the companies with the Best Corporate Reputation in Spain according to the Merco Empresas 2025 Ranking.
Participate in the transformation process that the company is currently undergoing.
Discount on your Dia purchases.
Access to our training platform.
Good working environment.

Job Description

Would you like to boost the customer experience in a leading company in the distribution sector? Are you looking for a dynamic environment where you can manage the relationship with a strategic provider, analyze results, and contribute to the continuous improvement of the service?🗣️📊>

At Dia, we want to incorporate a Contact Center Customer Service Manager for our Headquarters, where you will have the opportunity to guarantee the quality of the service offered to our customers, coordinate with different areas of the company, and participate in projects that contribute to improving their experience.

What will be your main functions?🎯

Manage the relationship with the external Customer Service provider, guaranteeing a quality service.
Supervise the main service indicators (KPIs and SLAs), driving continuous improvement actions.
Ensure compliance with Customer Service regulations and established quality standards.
Analyze data, incidents, and the voice of the customer to identify opportunities for improvement in processes and customer experience.
Coordinate with different areas of the company to resolve incidents that impact the customer.
Coordinate and provide support to the internal team in charge of monitoring service quality and incidents.
Prepare monitoring reports and participate in continuous improvement and service innovation projects.

What are we looking for?🔍

University degree in Business Administration, Marketing, Law, Engineering, or similar.
At least 3 years of experience in Customer Service, Contact Center, or Customer Experience, with special value placed on the management of external providers (BPO).
Knowledge of management indicators (KPIs and SLAs) and CRM tools.
Advanced level of Excel.
Experience in the retail sector and knowledge of Customer Service regulations is valued.

What can we offer you?🎁

Full-time permanent contract from the first day.
Hybrid work model to promote the balance between personal and professional life.
Be part of one of the companies with the Best Corporate Reputation in Spain according to the Merco Empresas 2025 Ranking.
Participate in the transformation process that the company is currently undergoing.
Discount on your Dia purchases.
Access to our training platform.
Good working environment.

At Dia, we believe that what makes us different makes us stronger. We are committed to equal opportunities and, therefore, we promote non-discriminatory selection processes that favor diversity and inclusion.

Certification of a disability equal to or greater than 33% will be taken into account.

View original advert (Spanish)

¿Te gustaría impulsar la experiencia de cliente en una compañía líder del sector de la distribución? ¿Buscas un entorno dinámico donde puedas gestionar la relación con un proveedor estratégico, analizar resultados y contribuir a la mejora continua del servicio?🗣️📊

En Dia queremos incorporar un/a Gestor/a en Atención al Cliente Contact Center para nuestra Sede, donde tendrás la oportunidad de garantizar la calidad del servicio ofrecido a nuestros clientes, coordinarte con distintas áreas de la compañía y participar en proyectos que contribuyan a mejorar su experiencia.

¿Cuáles serán tus principales funciones?🎯

Gestionar la relación con el proveedor externo de Atención al Cliente, garantizando un servicio de calidad.
Supervisar los principales indicadores del servicio (KPIs y SLAs), impulsando acciones de mejora continua.
Velar por el cumplimiento de la normativa de Atención al Cliente y de los estándares de calidad establecidos.
Analizar datos, incidencias y la voz del cliente para identificar oportunidades de mejora en los procesos y en la experiencia de cliente.
Coordinar con las distintas áreas de la compañía la resolución de incidencias que impacten en el cliente.
Coordinar y dar soporte al equipo interno encargado del seguimiento de la calidad e incidencias del servicio.
Elaborar informes de seguimiento y participar en proyectos de mejora continua e innovación del servicio.

¿Qué buscamos?🔍

Titulación universitaria en ADE, Marketing, Derecho, Ingeniería o similar.
Experiencia de al menos 3 años en Atención al Cliente, Contact Center o Customer Experience, valorándose especialmente la gestión de proveedores externos (BPO).
Conocimiento de indicadores de gestión (KPIs y SLAs) y de herramientas CRM.
Nivel avanzado de Excel.
Valorable experiencia en el sector retail y conocimientos de la normativa de Atención al Cliente.

¿Qué podemos ofrecerte?🎁

Contrato indefinido a jornada completa desde el primer día.
Modalidad de trabajo híbrida para favorecer la conciliación entre la vida personal y profesional.
Formar parte de una de las empresas con Mejor Reputación Corporativa de España según el Ranking Merco Empresas 2025.
Participar en el proceso de transformación que está viviendo actualmente la compañía.
Descuento en tus compras Dia.
Acceso a nuestra plataforma formativa.
Buen ambiente de trabajo.