Call Center Coordinator

👥 Leadership and people management: You will direct, train, and motivate the teleoperator team, fostering a collaborative, high-performance, and results-oriented work environment.

📊 Operational supervision and KPIs: You will monitor call quality, handling times, first contact resolution (FCR) ratios, and commercial conversion, implementing corrective actions when necessary.

🎯 Commercial and customer strategy: You will define and drive scripts and active listening dynamics to maximize the detection of commercial opportunities and guarantee the best customer experience.

⚙️ Process optimization and continuous improvement: You will analyze service metrics and coordinate with other operational areas to streamline incident resolution, reduce bottlenecks, and improve efficiency through our digital tools.

📅 Planning and shifts: You will dimension the service and manage the team's schedules to ensure optimal operational coverage within service hours.

Would you like to lead a team in a dynamic environment where your management, analysis, and strategic vision skills make a difference every day?

At OCA Global, we are looking to hire a Call Center Manager for our headquarters in Sant Cugat, within the Regulatory Inspections area.

Your mission will be clear: direct, motivate, and optimize the performance of the customer service and acquisition team, guaranteeing operational excellence, compliance with service KPIs, and driving commercial opportunities that contribute to customer loyalty and business growth.

• Academic background: University Degree or Higher Vocational Training (Business Administration and Management, Marketing, Administrative Management, or similar).

• Previous experience: Minimum of 3 to 4 years leading or coordinating teams in Call/Contact Center environments (customer service, support, or telephone sales).

• Technical knowledge: Proficiency in Contact Center management tools and CRM (experience in Salesforce is highly valued). Advanced use of Excel/pivot tables for data analysis.

• Key skills: Great leadership capacity, assertive communication, high results orientation, and conflict resolution.

• Languages: High / bilingual level of Spanish and Catalan (essential for daily operations).

💼 What do we offer?

• Job stability: Permanent contract and full-time position from day one.

• Availability: Ability to work in rotating shifts within the 08:00 h to 20:00 h window from Monday to Friday (e.g., morning, afternoon, or split shifts depending on service needs).

• Professional development: Career plan, continuous training, and growth opportunities within an expanding international group.

• Collaborative environment: A dynamic team focused on continuous improvement and teamwork.

• Flexible compensation: Transport card, meal card, health insurance, childcare vouchers, and training.

• Real impact: Being part of a leading company in inspection, quality, and sustainability.

🌍 About us: At OCA Global, we are a highly qualified independent control body, authorized in all regulatory fields. Our services guarantee that our clients' facilities, equipment, materials, and assets comply with the highest quality and safety standards. 🔗 Learn more about us at www.ocaglobal.com.

📩 Do you accept the challenge? Send us your application. We want to know your career path and explore your next professional step together. We look forward to meeting you!