.Contact Center Specialist - SCF HQCountry: SpainSantander Consumer Finance HQ is looking for a Contact Center Specialist, based in our Boadilla del Monte office.WHY YOU SHOULD CONSIDER THIS OPPORTUNITYAt Santander (www.Santander.Com) we are key players in the transformation of the financial sector. Do you want to join us?Santander Consumer Finance focuses on business development related to consumer finance products, consumer services, sales channels and commercial agreements with dealers, vehicle manufacturers or retail distribution establishments, as well as commercial functions associated with direct sales (branches, call centers or digital channels) and indirect sales (through third parties) of consumer finance products and services.On top of its Santander Consumer is developing a larger range of services to customers around the new mobility concept starting by establishing a competitive pan-European Leasing model and growing to other customer services like short term rental, ride hailing, electrification, etc.Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture, and disability. Our mission is to contribute to help more people and businesses prosper.WHAT YOU WILL BE DOINGUnder the scope of the Leasing Business Unit within Santander Consumer Finance, we're looking for a Contact Center Specialist leading the design and implementation of the technological developments to assure top class service delivery.Focusing on the implementation of contact center functions over multiple channels, including phone, email, text message, live chat, social media. The candidate has to identify needs and goals to deploy a service center strategy with a flexible scheme combining in-house contact and outsourced contact center teams.Developing the right capabilities to cater for all contact center needs. The ideal candidate should deliver excellent and efficient services and tangible benefits to our clients in all types of channels, especially on digital ones. Knowledge of the operational lease market is a plus.RESPONSIBILITIESAct as Business Product Owner defining and implementing strategies to promote contact center solutions and services to internal and external stakeholders.Build an efficient and effective first point of contact for the customer to ensure we provide the best support to solve our customers' needs.Implement and manage forecasting, staffing, and scheduling schemes.Define, negotiate and manage contact center outsourced suppliers.Establish contact monitoring systems and protocols ensuring high-level interaction quality and customer service excellence.Support different local teams in the definition of IVRs, automatic call distribution, workflows, and workforce management
