Contact Center Frontline Specialist
hace 1 semana
At ING we are looking for a Contact Center Frontline Specialist Your role and work environment: We are looking for a talented and enthusiastic Frontline Specialist to join our Contact Center team within the COO domain. The responsibility of this role is to oversee the day‑to‑day operations of our Contact Center front‑line team. This role is pivotal in ensuring high‑quality customer interactions, optimizing team performance, and driving continuous improvement in service delivery. Additionally, this role involves managing data extraction to provide the Contact Center Front team with the necessary insights for effective follow‑up on customer support activities and strategic decision‑making. This role will also be responsible for building consistent reports and dashboards to support decision‑making in a fast‑paced environment. Your key responsibilities: Lead and supervise the BPO team of front‑line agents, ensuring adherence to performance standards and KPIs. Monitor real‑time operations, including call and chat volumes, agent availability, and service levels. Provide coaching, feedback, and support to BPO’s Force team to enhance customer experience and operational efficiency. Cooperate with Workforce Management to ensure optimal staffing and compliance with our requirements. Collaborate with Quality Assurance teams to ensure service quality and enhance customer satisfaction. Act as the first point of escalation for complex customer issues, ensuring timely and effective resolution. Analyze performance data and generate reports to identify trends, gaps, and opportunities for improvement. Support the implementation of new tools, processes, and training initiatives. Foster a positive and inclusive team culture focused on customer satisfaction and continuous learning. What are we looking for? Do you want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply Desirable experience in a supervisory or lead role within a Contact Center environment. Strong leadership and interpersonal skills with the ability to motivate and develop teams. Experience with omnichannel support (voice and chat). Proficiency in Excel and SQL. Experience withSAS, Python and PowerBI is a plus. High analytical skills and mindset, insights generation and critical mindset. Challenge the status quo. Familiarity with developing dashboards for the proper follow up of the team’s KPIs. Excellent communication and problem‑solving abilities. Knowledge in Contact Center technologies (e.G., CRM systems, telephony platforms, workforce management tools). Familiarity with performance metrics such as AHT, FCR, CSAT. Ability to work in a fast‑paced, customer‑focused environment. Native in Spanish and fluent in English; additional languages are a plus. Enthusiasm for working in a multidisciplinary environment, and in strong coordination with another teams, inside the
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Contact Center Frontline Specialist
hace 1 semana
Madrid, España ING A tiempo completoAt ING we are looking for a Contact Center Frontline Specialist Your role and work environment: We are looking for a talented and enthusiastic Frontline Specialist to join our Contact Center team within the COO domain The responsibility of this role is to oversee the day-to-day operations of our Contact Center front-line team. This role is pivotal in...
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Contact Center Frontline Specialist
hace 3 días
madrid, España ING A tiempo completoAt ING we are looking for a Contact Center Frontline Specialist Your role and work environment: We are looking for a talented and enthusiastic Frontline Specialist to join our Contact Center team within the COO domain. The responsibility of this role is to oversee the day‑to‑day operations of our Contact Center front‑line team. This role is pivotal in...
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Contact Center Frontline Specialist
hace 1 semana
Madrid, España ING Group A tiempo completoAt ING we are looking for a Contact Center Frontline Specialist We are looking for a talented and enthusiastic Frontline Specialist to join our Contact Center team within the COO domain. Your role and work environment: The responsibility of this role is to oversee the day‑to‑day operations of our Contact Center front‑line team. This role is pivotal in...
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Frontline Contact Center Lead – Data-Driven
hace 1 semana
Madrid, España ING Group A tiempo completoA leading international bank is seeking a Contact Center Frontline Specialist in Madrid. This pivotal role involves overseeing daily operations of the Contact Center team, ensuring quality customer interactions, and driving continuous improvement. Responsibilities include leading the BPO team, monitoring real-time operations, providing coaching, and...
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Frontline Contact Center Lead
hace 1 semana
Madrid, España ING A tiempo completoA leading financial institution in Madrid is seeking a Contact Center Frontline Specialist to oversee daily operations and manage a team of agents. Responsibilities include ensuring high-quality customer interactions, optimizing performance, and analyzing performance data. The ideal candidate should have supervisory experience, be bilingual in Spanish and...
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Remote Contact Center Lead
hace 3 días
madrid, España ING España&Portugal A tiempo completoA leading financial institution is seeking a Contact Center Frontline Specialist to oversee daily operations in a dynamic team environment. This pivotal role involves supervising front-line agents, enhancing customer interactions, and analyzing performance data. Candidates should possess supervisory experience, strong leadership skills, and proficiency in...
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Contact Center Frontline Specialist
hace 6 días
Madrid, España ING España&Portugal A tiempo completoGet AI-powered advice on this job and more exclusive features. At ING we are looking for a Contact Center Frontline Specialist Your role and work environment We are looking for a talented and enthusiastic Frontline Specialist to join our Contact Center team within the COO domain. The responsibility of this role is to oversee the day-to-day operations of our...
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Team Leader
hace 2 semanas
Madrid, España CONTACT CENTER - GRUPO VOCENTO A tiempo completoEn Vocento, grupo líder de comunicación, estamos buscando una persona altamente motivada para liderar nuestro equipo comercial de contact center del área de renting. **Estas serán tus responsabilidades**: - Supervisar y liderar un equipo de televenta, proporcionando orientación y apoyo continuo. - Desarrollar y ejecutar estrategias efectivas para...
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Contact Center Professional
hace 2 semanas
Madrid, España Samsung Electronics A tiempo completoPosition Summary At Samsung Iberia, we are looking for new talent to join our Company. As a Contact Center Professional, you will ensure the correct operation of our Contact Center and you will be iin contact with our Global and European Headquarters to develop and follow the on-going improvement projects. Role and Responsibilities - Strategic Project...
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Responsable de Contact Center
hace 7 días
Madrid, España GT Motive A tiempo completo¿Te apasiona el sector de la automoción, la gestión de equipos y el servicio al cliente? En GT Motive seguimos creciendo y, en esta ocasión, buscamos un Contact Center Manager que lidere con excelencia las operaciones diarias del área de automoción.Déjanos contarte primero lo que encontrarás en GT Motive:Modelo de trabajo híbrido:Disfrutarás de 3...
