Location
madrid, madrid, Spain
Posted
July 26, 2026
Job Description
What you will do:
- Daily Operations Monitoring & KPI Management
- Supervise daily operations of in-house or outsourced call center teams.
- Track and report on core operational KPIs including: Call answer rate and abandonment rate, Average speed of answer (ASA) and average handling time (AHT), Work order closure rate and first contact resolution (FCR), Customer satisfaction (CSAT) score.
- Generate daily, weekly and monthly operational performance reports.
- Identify operational bottlenecks and implement process improvements to meet requirements.
- Service Quality Assurance & Standard Compliance
- Conduct regular quality audits through call recording monitoring, customer follow-up calls and work order review.
- Provide constructive feedback and coaching to customer service representatives on service attitude, communication skills and problem-solving techniques.
- Analyze quality trends and identify tr...