Contact Center Training

hace 1 mes

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 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.
Customer service orientation and experience in Process Improvement.
COPC knowledge will be an advantage.
Knowledge of Contact Center technical tools, CRM, and process design tools will be an advantage.
Availability to travel (% of time across Europe).

What do we offer?

Immediate incorporation to a dynamic and agile company with a growth and expansion project.
Working in start-up mode with the support of Grupo Santander.
Competitive remuneration and attractive benefits package.
Possibility of growth within the company and the Group.
Collaboration in international projects and possibility of contact with different countries.
Excellent work environment, social clubs, and frequent events (now virtual).

Would you like to grow with us? Join our team

#J-18808-Ljbffr

  • Contact Center Training

    hace 3 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 Training

    hace 6 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

    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 5 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 5 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 1 mes

    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 2 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 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 Specialist

    hace 6 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 3 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 6 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...

  • Analyst Support Center Confirming

    hace 4 semanas

    Boadilla del Monte, España Sotec Consulting A tiempo completo

    Para importante proyecto del sector financiero se requiere un/a **Analyst Support Center Confirming **con experiência en: - Client Service, contacto con proveedores. - Gestión de alta y mantenimiento de proveedores. - Capacidad de resolución de dudas/incidencias. Se requiere: Formación en ADE, Económicas, Derecho,.. **Ingles: C1** **Francés:...

  • Administrador de Empresas Financiero para Boadilla del Monte

    hace 3 días

    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.

  • Product Training Specialist

    hace 2 semanas

    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...

  • Training Coordinator Specialist

    hace 2 semanas

    Sant Cugat del Vallès, España Grifols 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...

  • Gestor/a Contable Desarrollador en Servinform

    hace 3 días

    Boadilla del Monte, Madrid, España Servinform A tiempo completo

    Servinform está creciendo rápidamente y es una empresa líder 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 su actividad desde Madrid, Sevilla, Barcelona, Valencia y Bilbao.Actualmente estamos buscando recién titulados/as en ADE,...

  • Especialista en Gestión y Procesos Prestamos

    hace 5 meses

    Boadilla del Monte, España Santander A tiempo completo

    Especialista en gestión y procesos Prestamos Personales B2C Country: Spain **Santander Consumer Finance está buscando un/a Especialista en gestión y procesos Préstamos Personales B2C para nuestras oficinas en Boadilla del Monte.** **POR QUÉ DEBERÍAS CONSIDERAR ESTA OPORTUNIDAD** **Santander Consumer Finance **se orienta hacia el desarrollo de...

  • Teleoperador/a Campaña Navidad

    hace 2 semanas

    08173 Sant Cugat del Vallès, Barcelona provincia, España AEDEA Contact center A tiempo completo

    ¿Buscas un lugar donde tu desarrollo personal sean una prioridad? Nuestra cultura empresarial gira en torno a las personas. Nos apasiona aportar valor añadido a nuestros clientes, pero también nos preocupamos por el crecimiento y bienestar de nuestro equipo. Si buscas un ambiente de trabajo en el que te sientas valorado y motivado, ¡AEDEA es el lugar...

  • Teleoperador/a Contact Center

    hace 6 días

    Mairena del Aljarafe, España Servinform A tiempo completo

    **Descripción**: ¿Te apasiona el mundo de las telecomunicaciones? ¿Buscas una oportunidad laboral dinámica, con excelente ambiente de trabajo y posibilidades reales de crecimiento? ¡En **Servinform** te estamos buscando! Somos una empresa líder en Call Center y Backoffice con más de 45 años de experiência y más de 9.000 empleados en toda...