Operations & BPO Coordinator

What do we offer?

• Permanent contract.
• Full-time.
• Competitive salary in line with the experience provided.
• Professional development plan within Grupo Planeta.
• Participation in strategic transformation and continuous improvement projects.
• Dynamic, collaborative environment with high cross-functional impact.
• Continuous training and opportunities for professional growth.

Activa | We are the corporate services provider for Grupo Planeta. For over 40 years, we have supported different business areas in their launch and growth, designing multiple processes with the help of the best technological solutions.

At Grupo Planeta, we are looking for a Cross-Functional Operations Technician to join our ACTIVA team in Barcelona.

You will be part of the services unit of Grupo Planeta, specialized in business process outsourcing (BPO), with a specific focus on managing the experience of students and clients.

We are looking for a person with solid operational vision, analytical skills, and a focus on continuous improvement, who can contribute to coordinating transversal initiatives and driving operational excellence in a dynamic and constantly evolving environment.

What will your day-to-day look like?

As a Transversal Operations Technician, you will provide cross-functional support to the Operations Management team, coordinating strategic initiatives and ensuring the follow-up of projects, indicators, and action plans.

Your main responsibilities will include:

• Coordinate the follow-up of transversal projects related to operations, technology, and continuous improvement.
• Prepare and maintain action plans, monitoring those responsible, milestones, risks, and commitments.
• Consolidate and analyze productivity, quality, planning, and capacity indicators, preparing executive reports for decision-making.
• Coordinate functional projects related to operational tools, automation, CTI, CRM, Power BI, and Workforce Management.
• Document agreements and follow up on committees and strategic meetings, ensuring traceability of decisions.
• Collaborate with the Quality and Training teams in monitoring improvement plans, calibrations, root cause analyses, and development initiatives.
• Provide support to the Digital Sales area in monitoring productivity, planning, capacity, and operational processes.
• Prepare presentations and reports for different corporate areas such as Management, HR, IT, Procurement, Legal, and Business.
• Identify risks, detect improvement opportunities, and propose actions that contribute to operational efficiency.
• Participate in transformation projects, implementation of new services, and process improvement.

We are looking for an organized, analytical person with the ability to coordinate multiple initiatives simultaneously.

Additionally, we will value:

• Minimum of 3-5 years of experience in BPO, Contact Center, or operations environments.
• Experience in project follow-up and cross-functional coordination between different areas.
• Knowledge of operational indicators (KPIs), productivity, and quality.
• Intermediate-advanced level of Excel and data analysis tools (Power BI is a plus).
• Experience working with planning tools, CRM, CTI, or Workforce Management will be a plus.
• Ability to prepare executive reporting and turn data into actionable information.
• Excellent organizational, planning, and prioritization skills.
• Communication and liaison skills with different business areas.
• Autonomous, proactive profile oriented toward continuous improvement.
• University education, preferably in Business Administration, Engineering, Economics, or similar.

What are we looking for?

We would like to incorporate a person who combines analytical vision with execution capability, accustomed to coordinating initiatives, monitoring projects, and turning information into concrete actions.

You will be a key figure in driving coordination between Operations, Technology, HR, and the different business areas, ensuring that projects move forward efficiently and aligned with ACTIVA's objectives.

If you are motivated to be part of a leading group in the education sector and to work on transformation projects with real impact on the organization, we want to hear from you!