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Customer Service Manager - Contact Center

On-site in Barcelona·Full-time·Added 2 days ago

Servinform

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Overview

Job details

Permanent contract
Full-time hours.

Requirements

Have the right to work in Spain
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.
Work on-site in Barcelona
No relocation package mentioned.

This job was automatically translated to English.

Pay & benefits

What you'll get

Working hours from 9:00 to 18:00 Monday to Thursday, and Fridays from 9:00 to 17:00.
Contact Center Collective Agreement and Service Manager Category
Contract: Permanent
Salary based on candidate's value
Stable position with growth expectations
Employee benefits and discount portal.
Workplace: Pg. de la Zona Franca 191, Metro Foneria.

Requirements

What we're looking for

- Associate's or Bachelor's Degree is valued

- Advanced knowledge in lead management systems, customer service techniques, loyalty programs, and Information Security.

- Experience in the implementation of digital solutions for Contact Centers.

- Conception and development of strategic business presentations and analytics tools for the generation of dashboards.

- Interactive Voice Response services: (IVR, voice portals, virtual assistants) and CRM.

The role

Currently, we want to incorporate a Service Manager to lead an important Customer Service project in a Contact Center and BPO environment. We are looking for a profile with solid experience in operational management, team leadership, and service optimization, capable of driving quality, efficiency, and process transformation.

What you'll do

Lead and supervise Customer Service and BackOffice operations, guaranteeing compliance with service, quality, and productivity objectives.
Manage multidisciplinary teams, driving their development and performance.
Design, optimize, and implement processes and operating models oriented toward continuous improvement.
Define the strategy, planning, and economic viability of services and projects.
Analyze indicators and dashboards to identify improvement opportunities and support decision-making.
Prepare and present results to clients and management, ensuring the proper evolution of the service.
Lead digital transformation, automation, and implementation initiatives of technological solutions for Contact Centers.

About Servinform

Industry: Business Process Outsourcing
Website: servinform.es

In their own words

About the company & team

Servinform is a leading company in business process transformation and technological solutions, with more than 47 years of experience driving company growth through innovation and talent. We have a team of more than 6,000 professionals and an international presence in Spain, Portugal, Italy, and Colombia.

We provide BPO, Contact Center, Communications, Sales, Customer Service, and Digital Marketing services to national and international clients across various sectors. Our Smart Business model combines technology, data analytics, and artificial intelligence with human talent to achieve business objectives efficiently and sustainably.

Additional information

** No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. Therefore, at Grupo Servinform, we focus on equality and diversity as an elemental factor for social progress, working day by day to achieve this objective**

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