Randstad is a global leader in the HR services industry, specializing in recruitment, staffing, and outsourcing solutions across 39 countries. As one of the world's largest HR providers, the company operates at a massive scale, connecting millions of candidates with opportunities in sectors ranging from technology and engineering to healthcare and logistics.

In Spain, Randstad maintains one of the most extensive professional networks in the country, with a presence in nearly every major city. For international professionals, Randstad serves as a primary entry point into the Spanish labor market, offering specialized recruitment services through divisions like Randstad Technologies and Randstad Professionals, which frequently handle roles for multinational clients requiring English or other foreign languages.

Founded in 1960 by Frits Goldschmeding in the Netherlands, Randstad has grown from a small local operation into the world's largest HR service provider. The company expanded into Spain in the 1990s and has since solidified its position through major acquisitions like Vedior.

For international professionals

Operates a vast network of over 200 offices across Spain, providing local support in almost every province.
Features specialized divisions for IT, Engineering, and Life Sciences that are highly relevant for skilled international workers.
Acts as a primary recruiter for many Fortune 500 companies established in Spain.
Provides a wide variety of contract types, including permanent placements and long-term outsourcing projects.

Call Center Manager - Auto Department

Randstad España

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

Job Description

Are you looking to lead the policyholder experience? In the insurance sector, claims assistance and inquiries are the most critical moments for the customer. We don't just manage calls; we manage peace of mind in complex situations.

As a Call Center Coordinator, you will lead the first line of strategic response for our insurance company, ensuring that service quality exceeds policyholder expectations and aligns with current regulations.

• Coordinate, motivate, and size a team of up to 10 operators.
• Supervise key service metrics (response times, abandonment rate, wait time, call duration).
• Active listening of calls and calibration to ensure the quality of customer service.
• Report the status of the service directly to the Operations Directorate, identify bottlenecks, and propose continuous improvement plans.

• Minimum 2-3 years of experience as a Manager, Supervisor, or Call Center Team Leader, preferably in the insurance sector.
• Experience working under strict operational KPIs and quality SLAs.
• Advanced proficiency in Excel for data/team metric analysis and fluency with Call Center management software (CRM, IP PBX, etc.).
• Accustomed to using Call Center management and control tools, providing specialized knowledge and recommendations to optimize their use.
• Assertive communication skills.

Schedule:
1st option: Monday to Friday from 08:00 to 17:00.
2nd option: Monday to Friday from 09:00 to 18:00.
Salary: €19,000 gross/year (via staffing agency and permanent staff).

Start Date: Immediate

Contract: 3 months followed by a transition to a permanent position.

View original advert (Spanish)

¿Buscas liderar la experiencia del asegurado? En el sector seguros, la asistencia en siniestros y consultas es el momento más crítico para el cliente. No solo gestionamos llamadas, gestionamos tranquilidad en situaciones complejas.

Como Coordinador de Call Center, liderarás la primera línea de respuesta estratégica de nuestra aseguradora, asegurando que la calidad del servicio supere las expectativas del asegurado y se alinee con las normativas vigentes.

• Coordinar, motivar y dimensionar un equipo de hasta 10 operadores.
• Supervisar las métricas clave del servicio (tiempos de respuesta, tasa de abandono,
tiempo en espera, tiempo de llamadas)
• Escucha activa de llamadas y calibración para asegurar la calidad de la atención al
cliente.
• Reportar directamente a la Dirección de Operaciones el estado del servicio, identificar
cuellos de botella y proponer planes de mejora continua.

• Experiencia mínima 2-3 años como Responsable, Supervisor/a o Team Leader de Call
Center, preferiblemente en el sector asegurador.
• Experiencia trabajando bajo KPIs operativos estrictos y SLAs de calidad.
• Manejo avanzado de Excel para el análisis de datos/métricas del equipo y soltura con
softwares de gestión de Call Center (CRM, centralitas IP, etc.).
• Estar acostumbrado en el uso de herramientas de gestión y control de Call Center,
aportando su conocimiento especializado y recomendaciones para optimizar su
utilización.
• Capacidad de comunicación asertiva.

Horario:
1a opción de lunes a viernes de 08:00 a 17:00 h.
2a opción de lunes a viernes de 09:00 a 18:00 h.
Salario: 19.000 € bruto/anual. ( en ETT y plantilla)