Contact Center Coordinator Iberia
Consumer & Customer Care
Full Time
Madrid, Spain
2020-11-26

Contact Center Coordinator (Iberia)

We're looking for a candidate with at least 5 years’ experience in Contact Center as a Team Leader/Coordinator/Supervisor. The candidate will be responsible of manage the daily basis, in our external CC, and lead with our internal departments (Field Operations, Logistics, Marketing, Legal, etc.) in order to solve the administrative tasks related with the consumers and improve processes.  

Responsibilities:

• Organizes the CC daily workload and re-allocation workload based on business needs and Service Level Agreements for both, Spain and Portugal team
• Sets daily goals and motivates our external team to achieve these goals. Re-aligns goals during several check-ins
• Challenge ways of working to improve overall CC KPIS, reduce response times, queue times and resolution times across all channels
• To deliver benefits in the areas of: NPS Customer Experience, resolution velocity and effortless interactions, engaging consumer relationship to drive loyalty and direct consumer sales/funnel and cost efficiency
• Dealing with complaints (Official Consumer Issues, OCU)
• Requires a real "ideas generator" with a proactive attitude to lead the external team, constantly thinking about what our consumers want and their expectations
• Be the "go to" person for consumer services internally and liaise with all departments within the business

You:

• Bachelor’s degree required
• Results-oriented and proactive
• Well organized- analytical mind
• Strong communication skills
• Problem solving skills
• Team player
• Knowledge and Experience in Digital and Social Media 
• Preferable: having work with Agile methodology
• Languages: Spanish, English (and Portuguese desirable)




 

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'