Customer Care Call Center Manager (Madrid)

Shape the Future of Digital Commerce with Your Visionary Expertise

About Miravia:

Miravia

is an innovative e-commerce platform, part of

Alibaba Group , that connects buyers and sellers effortlessly. We are committed to providing a dynamic shopping experience by partnering with forward-thinking brands across diverse categories. Based in Madrid, we collaborate with integral teams to develop the e-commerce platforms of tomorrow.

Your Role: As a Call Center Operations Manager, you played a pivotal role in driving service excellence and operational efficiency within a high-performing customer support environment. You led, coached, and developed a dynamic team of agents while implementing data-driven strategies to elevate customer satisfaction and streamline processes. Your leadership ensured seamless day-to-day operations and continuous improvement across key performance metrics.

Key Responsibilities: Led and managed a team of call center agents, ensuring exceptional customer service delivery and timely resolution of customer inquiries. Designed and executed call center strategies, workflows, and KPIs to achieve performance goals and enhance the overall customer experience. Monitored team performance through regular evaluations, provided targeted coaching, and delivered training programs to strengthen agent capabilities. Partnered with cross-functional teams to resolve complex customer issues and identify opportunities for process optimization. Analyzed operational data to detect trends, generate actionable insights, and support strategic decision-making. Oversaw daily operations including workforce scheduling, task allocation, and resource planning to maintain optimal service levels. Cultivated a positive, collaborative team culture that promoted engagement, accountability, and professional growth. Ensured full compliance with company policies, industry regulations, and quality standards.

Qualifications: Bachelor’s degree in Business Administration, Communications, Postúlate en Kit Empleo: kitempleo.es/empleo/6u8clv