Head of Contact Center

hace 2 semanas

Valencia, España ESCA A tiempo completo

**#Head of Contact Center, $6k**
**Location**: Spain (Valencia)

**Responsibilities**:

- Organizing the work of employees, task distribution, and monitoring their completion.
- Ensuring adherence to quality standards and communication scripts.
- Developing KPIs and monitoring their achievement.
- Automating processes to improve work efficiency.
- Implementing new technologies.
- Evaluating employee performance, providing motivation, and feedback.
- Working with analytics: call processing time, customer satisfaction levels, etc.
- Monitoring the execution of delivery plans.
- Resolving technical issues related to systems and equipment.
- Managing workload for managers based on the volume of incoming and outgoing requests.
- Developing loyalty programs tailored to individual clients (client-oriented approach).
- Writing technical specifications for process improvements.

**Requirements**:

- **Experience**: At least 3 years in a similar position, preferably in the banking or financial sector.
- **Skills**: Proficiency in Excel and data analysis.
- Teamwork and initiative.
- Excellent communication skills, non-confrontational nature.
- Stress resistance and strong analytical abilities.
- Willingness to learn and develop continuously.
- Analytical mindset and the ability to make independent decisions.

**We offer**:

- Official employment.
- A competitive salary level based on your qualifications.
- Engaging tasks and opportunities for professional growth.
- A modern office in the center of Valencia.
- Flexible conditions: initially, a remote work format is possible, followed by a hybrid or permanent office-based schedule.

Join us to grow in a professional environment and innovate the approach to contact center operations

Pay: 5,000.00€ - 6,000.00€ per month

**Language**:

- Spanish? (required)

Work Location: On the road

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