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Contact Center Operations Specialist

Hybrid in Spain·Full-time·Added yesterday (last checked 11 Nov)

Transcom

23 open roles

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Our summary

Hours: Monday to Friday
Work mode: Hybrid, Spain
Contract: Full-time
Spanish: Fluent
English: Required

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Skills

Nice to have

Requirements

What we're looking for

Advanced or native level of Spanish and English
Previous experience in contact center operations, quality assurance, or team support roles.
Process-Oriented: Proven ability to draft clear procedures, workflows, and training materials.
Data-Driven: Strong analytical skills with the ability to interpret operational metrics and translate them into actionable improvement plans.
Compliance Knowledge: Familiarity with GDPR compliance and standard data privacy practices.
Communication: Excellent verbal and written communication skills, with a talent for training and cross-departmental collaboration.
Tech-Savvy: Proficiency in CRM platforms, contact center software, and standard reporting tools.
A proactive, highly organized professional who is passionate about empowering teams.

Pay & benefits

What you'll get

What's in it for you!

Comprehensive training and ongoing support to give you the tools you need and help you develop your full potential.
Employee discount club and social activities (Care programs).
We are proud to say that 90% of our Managers and Directors started their careers internally, a clear sign of our career plan.

The role

Are you based in Spain and passionate about continuous improvement and customer service? Want to be part of a team that truly makes things run smoothly and empowers others to deliver top-tier experiences?

You will work in a dynamic and motivating environment with great opportunities. We will provide the necessary support and track your development; we just need your commitment and energy to learn.

What you'll do

Operations & Team Support: Provide day-to-day support to internal Contact Center teams to ensure smooth service delivery, manage pending items, and resolve ticket backlogs to maintain SLAs. Act as the primary point of contact for cross-functional teams (including SVC Network, Admin, and D2C).
Quality Assurance & Performance Monitoring: Monitor, analyze, and report on key operational metrics and KPIs. Oversee overall service quality, identify areas for growth, and implement continuous improvement plans.
Process Management & Training: Create, review, and optimize Standard Operating Procedures (SOPs). Develop training materials and conduct comprehensive training sessions for staff on new and existing procedures.
Compliance & Project Management: Handle GDPR-related customer requests ensuring strict adherence to data protection regulations. Collaborate with internal stakeholders on planning, testing, and rolling out new projects and systems.

How you'll work

Full-time, Monday to Friday
Modality: Hybrid work model based in Spain.
Planned Start Date: 01/12/2026

Location

Madrid, Pozuelo de Alarcon

About Transcom

Transcom is a global leader in customer experience (CX) services, providing outsourced customer care, sales, and technical support solutions to a wide range of industries, including telecommunications, e-commerce, and technology. With operations across multiple countries and a workforce of tens of thousands, Transcom helps brands deliver consistent, high-quality customer interactions through omnichannel support, including voice, chat, and social media. The company focuses on combining people, process, and technology to drive customer satisfaction and operational efficiency for its clients.

In Spain, Transcom operates several contact centers, primarily in Madrid and Barcelona, serving both local and international clients. The company is known for its multilingual workforce, making it an attractive employer for international professionals who speak multiple languages, as many roles require fluency in English, German, French, or other European languages. Transcom offers structured training, clear career progression paths, and a dynamic, fast-paced work environment, making it a solid entry point for those looking to build a career in customer experience and BPO services in Spain.

Industry: Customer Experience Services
Founded: 1995
Employees: 10,000–50,000
Headquarters: Stockholm, Sweden
In Spain: Madrid, Barcelona

Good to know if you are moving

Transcom frequently hires multilingual customer service agents in Spain, with roles requiring languages like English, German, French, and Dutch, making it accessible for international candidates.
The company provides paid training and onboarding programs to help new hires adapt to client-specific processes and tools.
Work schedules often include shifts, including evenings and weekends, which may be a consideration for work-life balance.
Transcom offers opportunities for internal career growth, such as team leader or quality analyst positions, for high performers.
Spain offices are located in major cities like Madrid and Barcelona, offering good public transport connectivity and a vibrant urban lifestyle.

In their own words

About the company & team

A company fully committed to equal opportunities between men and women.

We are a global specialist in customer experience that offers CX advisory services, customer service, sales, technical support, and collections through our extensive network of contact centers and work-at-home agents. We are 30,000 customer experience specialists in more than 85 contact centers across 29 countries, providing services in 33 languages to international brands across various sectors.

This is who we are. Every day, someone like you begins their adventure with us. Let us get to know your potential, and we will transform it into key skills for your future. We work as a team and are always looking for positive changes. We care for one another and are committed to both our clients and ourselves. We keep our minds open and are always willing to learn and evolve. With a positive attitude, there are no limits you cannot reach.

Do you want to be part of a team that values talent and diversity?

We are waiting for you!

All open roles at Transcom