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Customer Service Contact Center Manager

On-site in Mairena del Aljarafe·Full-time·Added 2 days ago

Servinform

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Overview

Job details

Full-time hours
Per the ad.

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 Mairena del Aljarafe
No relocation package mentioned.

This job was automatically translated to English.

Pay & benefits

What you'll get

* We offer:

- Working day from 9:00 to 18:00 from Monday to Thursday, and on Fridays from 9:00 to 17:00.

- Contact Center Collective Agreement and Service Manager Category.

- Salary based on the candidate's value.

- Stable position with growth expectations.

- Employee benefits and discount portal.

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

At Servinform, we currently need to incorporate a Service Manager for a customer service project in a call center, who will perform the following functions:

What you'll do

- Direction and management of Operations and User Support and BackOffice Services under a BPO model.

- Management of multidisciplinary teams

- Definition, organization, and implementation of process maps and diagnostics.

- Analysis, design, and definition of operating model structures.

- Direction of technical Service audits.

- Strategic direction, planning, and economic assessment of the implementation and operation of User Support services.

- Implementation of digital solutions for Contact Centers.

- Conception, definition, and development of business intelligence solutions, strategic business presentations, and analytics tools for the generation of dashboards.

- Strategic management of Contact Center Operations.

- Analysis, design, and definition of operating model structures. Follow-up meetings and presentation of results.

- Interpretation and analysis of Dashboards focused on increasing the productivity and quality of services.

- Strategic definition, planning, and economic assessment of the implementation and operation of User Support services.

About Servinform

Industry: Business Process Outsourcing
Website: servinform.es

In their own words

About the company & team

Servinform is a solid and rapidly growing company, with more than 47 years of experience in technological and business solutions. We have more than 6,000 professionals with a presence in Spain, Portugal, Italy, and Colombia, specialized in sectors such as banking, insurance, energy, public administration, IT, and telecommunications.

We provide BPO, Call Center, Communications, Sales, Customer Service, and Digital Marketing services to more than 1,500 clients nationally and internationally. Additionally, we work under a Smart Business model, applying technology and artificial intelligence to achieve business objectives efficiently, without losing sight of the human factor.

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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