Contact Center Operations Coordinator

About the role

Do you have experience as an operations coordinator in a contact center? Are you looking for a position where you can develop as a coordinator by supervising and managing the workflow and operations within the customer service center in real time?

What you'll do

Your functions will consist of:

• Direct communication with providers and clients
• Real-time supervision of activity
• Traffic balancing between teams and providers.
• Real-time resource management
• Operational incident management
• Intervention in exceptional situations
• Escalation of critical problems
• Performance analysis and optimization suggestions
• User and permission control
• Activation of voice prompts and messages in IVR.
• Indicator reporting: sending daily messages, with established hourly control cut-offs.

What we're looking for

• 1 year of experience in the position
• Good Excel skills
• Availability to work in rotating shifts
• Availability for immediate start

What you'll get

• Salary: 17,500 — b/a + plus for rotating shifts according to schedule + holiday plus
• Annual salary review based on performance
• Continuous training and development within the client

How you'll work

• Schedule: rotating shift between 7:30 and 00:30 from Monday to Sunday
• Possibility of teleworking on Sundays and holidays
• Area: Madrid Centro
• Temporary contract 3-4 months