Europe Contact Center Operations Lead (Data-Driven)

vivo Europe; Madrid; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

vivo Europe is seeking a Service Operations Specialist to support and improve our European customer service operations. The role focuses on contact center operations, service quality monitoring, and user feedback analysis to drive improvements across markets.

The ideal candidate has hands-on experience in customer service operations or BPO management, strong data analysis skills, and a practical, user-oriented mindset. Travel within Europe and China is required.

Formación

• Bachelor's degree or above, with good English listening, speaking, reading, and writing skills.
• At least 3 years of customer service management experience; outsourcing site management or project management at BPO service outsourcing companies is preferred.
• Strong data analysis and problem-solving skills.
• Possess strong user-oriented awareness, communication and coordination abilities, strong execution ability, and a strong results-oriented mindset.
• Willingness to travel (mainly within Europe and China).

Responsabilidades

• Operate and manage the European contact center site, formulating effective management methods, and being accountable for user service experience results.
• Collect feedback from users in the European market contact center channel to promote the improvement of product and service reputation.
• Evaluate the service quality of European service centers and produce authentic and valid data; undertake product and other types of research and provide authentic and valid data.

Conocimientos

Data analysis

Customer service management

Communication

Coordination

Problem-solving

Results oriented

Educación

Bachelor's degree or above

Descripción del empleo

vivo Europe is seeking a Service Operations Specialist to support and improve our European customer service operations. The role focuses on contact center operations, service quality monitoring, and user feedback analysis to drive improvements across markets.

The ideal candidate has hands-on experience in customer service operations or BPO management, strong data analysis skills, and a practical, user-oriented mindset. Travel within Europe and China is required.