Service Operations Specialist

Vivo Tech GmbH; Madrid; Presencial; EUR 38.000 - 58.000; Jornada completa

Descripción de la vacante

Vivo Tech GmbH in Madrid seeks a Service Operations Specialist to support European customer service operations, focusing on contact center management, service quality monitoring, and user feedback analysis to drive improvements.

You will collaborate with internal teams and external partners to ensure a consistent, high-quality service experience for Vivo users across Europe, including data-driven process optimization and cross-market coordination.

Formación

• Bachelor's degree or above; strong English listening, speaking, reading and writing.
• At least 3 years of customer service management experience; outsourcing/BPO site management preferred.
• Strong data analysis and problem-solving skills.
• Excellent user-oriented communication and coordination abilities; results-driven mindset.
• Willingness to travel mainly within Europe and China.

Responsabilidades

• Responsible for the operation, management, and construction of the European contact center site, formulating effective management methods, and being accountable for user service experience results.
• Responsible for collecting feedback from users in the European market contact center channel to promote the improvement of product and service reputation.
• Responsible for evaluating the service quality of European service centers and producing authentic and valid data; undertaking product and other types of research and providing authentic and valid data.

Conocimientos

Data analysis

Communication

Coordination

Project management

Customer service management

Educación

Bachelor's degree or higher

Descripción del empleo

Service Operations Specialist

Location: Madrid

On-boardtime: ASAP

Overview

vivo Europe is looking for a Service Operations Specialist to support the management and continuous improvement of our customer service operations across the European market. This role will focus on contact center operations, service quality monitoring, user feedback analysis, and service experience improvement.

The ideal candidate has hands‑on experience in customer service operations, contact center or BPO management, strong data analysis skills, and a practical, user‑oriented mindset. You will work closely with internal teams, external service partners, and regional stakeholders to ensure that vivo users across Europe receive a consistent, professional, and high-quality service experience.

This is a great opportunity for someone who enjoys improving processes, working with data, coordinating across markets, and turning user feedback into real service improvements.

Key Responsibilities

• Responsible for the operation, management, and construction of the European contact center site, formulating effective management methods, and being accountable for user service experience results.
• Responsible for collecting feedback from users in the European market contact center channel to promote the improvement of product and service reputation.
• Responsible for evaluating the service quality of European service centers and producing authentic and valid data; undertaking product and other types of research and providing authentic and valid data.

Requirements

• Bachelor's degree or above, with good English listening, speaking, reading, and writing skills.
• At least 3 years of customer service management experience; experience in 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.
• Accepting business trips (mainly within Europe and China).