Contact Center Service Manager - Assisted Channels (Openbank)
Country: Spain
Project Associate Expert II
Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance. This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global 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 possibility to manage their finances on the website or app.
Mission and Responsibilities: In charge of the management and continuous improvement of all contact center activities to ensure best customer experience delivery and maximize efficiency. You will be the service manager supporting the kick off, ramp-up and running activity of different contact center services for the German market. Collaborating with external BPO service providers in an outsourcing model, generating and improving operative contact center processes, quality standards, training materials and agents scripts coordinated with local Contact Center managers and internal support areas (Risks, Security, IT, Operations) in order to look for the best practices to be shared and extended to other geographies.
Main Tasks: Ensure SLAs and KPIs of the Contact center customer service.
Addressing and reviewing 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.
Running root-cause analysis to identify possible improvements on the current procedures based on quantitative and qualitative information from contact center and customer's feedback.
Identifying and helping to implement CC control and servicing processes that will improve advisors performance.
Managing direct relationship with BB Clients. Feedback, Reporting, Incidents and Account management.
Coordinating, training and calibration of contact center managers and QA analysts in monitoring activity.
To Be Successful in the Role You Must Have: Fluent German and English is a must (% of the 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.
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