Customer Care Call Center Manager (Valladolid)

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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 Administrati Postúlate en Kit Empleo: kitempleo.es/empleo/6trase