Contact Center Service Manager - Assisted Channels (Openbank)Country: SpainAbout Zinia: Zinia is the new checkout lending platform of the Santander Group. It simplifies shopping by offering the possibility of splitting payments into interest-free installments, powering merchants across Europe with technology from Openbank and Santander Consumer Finance.This is an exciting opportunity to contribute to a growing market within the business areas of lending, cobranded credit cards, and buy-now-pay-later with solid expansion across different countries with globally leading merchants.Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the ability to manage their finances on the website or app.Mission and Responsibilities:Manage and continuously improve all contact center activities to ensure the best customer experience delivery and maximize efficiency.Support the kickoff, ramp-up, and running activity of different contact center services for the German market.Collaborate with external BPO service providers in an outsourcing model, generating and improving operational contact center processes, quality standards, training materials, and agent scripts coordinated with local Contact Center managers and internal support areas (Risks, Security, IT, Operations).Ensure SLAs and KPIs of the Contact Center customer service.Address and review BPO external providers' activities (Forecasting and Scheduling adherence, Quality control, Invoicing accuracy, etc.).Analyze and address customer pain points on current procedures and scripts with internal departments.Run root-cause analysis to identify possible improvements based on quantitative and qualitative information from the contact center and customer feedback.Identify and help implement CC control and servicing processes that will improve advisors' performance.Manage direct relationships with BB Clients, including feedback, reporting, incidents, and account management.Coordinate, train, and calibrate contact center managers and QA analysts in monitoring activity.To be successful in the role you must have:Fluent German and English are a must (percentage of workload).Dutch and Spanish will be an advantage.Years of experience improving operations in a contact center in an operational or cross-functional area (Training & Quality, Transformation, Process Improvement, Customer Experience).Solid understanding of contact center coordination and organization.El anuncio original lo puedes encontrar en Kit Empleo: https://www.Kitempleo.Es/empleo/116176466/czm-087-contact-center-service-manager-assisted-channels-openbank-madrid/?utm_source=html#J-18808-Ljbffr
