Contact Center Training

hace 4 meses

Boadilla del Monte, España Santander A tiempo completo

.DescriptionZinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards, and buy-now-pay-later with a solid expansion across different countries with global leading merchants.Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans.Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.Mission and Responsibilities:In charge of the management and continuous improvement of all contact center activities to ensure best customer experience delivery and maximize efficiency.You will be the service manager supporting the kickoff, ramp-up, and running activity of different contact center services for the German market.Collaborating with external BPO service providers in an outsourcing model, you will be generating and improving operative contact center processes, quality standards, training materials, and agents' scripts coordinated with local Contact Center managers and internal support areas (Risks, Security, IT, Operations) in order to look for the best practices to be shared and extended to other geographies. The main tasks of this position will be the following:Ensure SLAs and KPIs of the Contact Center customer service.Address and review BPO external providers activities (Forecasting and Scheduling adherence, Quality control, Invoicing accuracy, etc.).Analyze and address customer pain points on current procedures and scripts with internal departments.Run root-cause analysis to identify possible improvements on the current procedures based on quantitative and qualitative information from contact center and customer feedback.Identify and help to implement CC control and servicing processes that will improve advisors' performance.Manage direct relationships with BB Clients, including feedback, reporting, incidents, and account management.Coordinate, train, and calibrate contact center managers and QA analysts in monitoring activity.To be successful in the role you must have:Fluent German and English written and oral is a must.Dutch and Spanish will be an advantage.Years of experience improving operations in a contact center in an operational or cross-functional area (Training & Quality, Transformation, Process Improvement, Customer Experience).Solid understanding of Contact Center coordination and organization.Ownership and accountability to identify solutions and follow up end-to-end the implementation throughout the organization

  • Contact Center Training

    hace 7 meses

    Boadilla del Monte, España Santander A tiempo completo

    Description Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance. This is an exciting opportunity to make your...

  • Contact Center Training

    hace 2 meses

    Boadilla del Monte, España Santander A tiempo completo

    Description Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance. This is an exciting opportunity to make your...

  • Contact Center Training

    hace 3 meses

    Boadilla del Monte, España Santander A tiempo completo

    Description Zinia is the new checkout lending platform of the Santander Group.Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.This is an exciting opportunity to make your...

  • Contact Center Training

    hace 4 meses

    Boadilla del Monte, España Santander A tiempo completo

    DescriptionZinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.This is an exciting opportunity to make your...

  • Contact Center Service Manager

    hace 6 meses

    Boadilla del Monte, España Santander A tiempo completo

    .Contact Center Service Manager - Assisted Channels (Openbank)Country : SpainProject Associate Expert IIZinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology...

  • Contact Center Service Manager

    hace 2 meses

    Boadilla del Monte, España Santander A tiempo completo

    Contact Center Service Manager - Assisted Channels (Openbank)Country: Spain Project Associate Expert II Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology...

  • Contact Center Service Manager

    hace 6 meses

    Boadilla del Monte, España Santander A tiempo completo

    Contact Center Service Manager - Assisted Channels (Openbank)Country : SpainProject Associate Expert IIZinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology...

  • Contact Center Service Manager

    hace 3 meses

    Boadilla del Monte, España Santander A tiempo completo

    Contact Center Service Manager - Assisted Channels (Openbank)Country: SpainProject Associate Expert II Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology...

  • Contact Center Service Manager

    hace 3 meses

    Boadilla del Monte, España Santander A tiempo completo

    Contact Center Service Manager - Assisted Channels (Openbank) Country: Spain Project Associate Expert II Zinia is the new checkout lending platform of the Santander Group.Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology...

  • Contact Center Specialist

    hace 7 meses

    Boadilla del Monte, España Santander A tiempo completo

    Contact Center Specialist - SCF HQCountry: Spain Santander Consumer Finance HQ is looking for a Contact Center Specialist , based in our Boadilla del Monte office. WHY YOU SHOULD CONSIDER THIS OPPORTUNITY At Santander () we are key players in the transformation of the financial sector. Do you want to join us? Santander Consumer Finance focuses...

  • Contact Center Service Manager

    hace 7 meses

    Boadilla del Monte, España Santander A tiempo completo

    Contact Center Service Manager - Assisted Channels (Openbank)Country: Spain Project Associate Expert II Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology...

  • Contact Center Service Manager

    hace 4 meses

    Boadilla del Monte, España Santander A tiempo completo

    Contact Center Service Manager - Assisted Channels (Openbank)Country: SpainProject Associate Expert IIZinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology...

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    Boadilla del Monte, España Sotec Consulting A tiempo completo

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    Boadilla del Monte, Madrid, España Servinform A tiempo completo

    Sobre nosotros: Somos una empresa referente en servicios de BPO y Contact Center, gestionamos diferentes proyectos para más de 1500 empresas-clientes gracias a un equipo de 9.000 profesionales que desarrollan actividad desde Madrid, Sevilla, Barcelona, Valencia y Bilbao.

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    Sant Cugat del Vallès, España Grifols, S.A A tiempo completo

    Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and...

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