CONTACT CENTER COORDINATOR – MADRID (ACIERTA)

Description

Job Summary: We are seeking a CRC Coordinator to join Acierta Contact Center’s team in Madrid, responsible for monitoring calls, analyzing data, and ensuring service quality. Key Highlights: 1. Join a multidisciplinary and dynamic team. 2. Continuous training and professional development opportunities. 3. A solid project grounded in values and focused on helping people. **Join Caser Servicios and grow with us!** **Who are we?** **Caser Servicios**, part of the **Helvetia Group**, is a robust and continuously evolving group specialized in delivering high-**quality** services oriented toward well-being and **comprehensive care** for people. Additionally, we provide **specialized technical services**, including **integrated facility maintenance**, **fire prevention and protection**, as well as **space renovations and adaptations**, tailored to each client’s needs. Our activities span multiple sectors through leading brands such as **Caser Residencial, Hospitales Parque, Caser Dental, CaserVet, Acierta, TH Mantenimiento, and SPV**. **What are we looking for?** At Caser Servicios, we seek a **CRC Coordinator** to join our **Acierta Contact Center** business unit at our **Madrid** offices. Your **main responsibilities** will include: * Monitoring calls made by your team’s account managers, including feedback on outcomes. * Preparing activity tracking reports. * Reviewing team performance indicators and correcting deviations. * Ensuring compliance with quality standards. * Implementing continuous improvement plans. * Identifying training needs. * Resolving incidents. * Daily monitoring of attendance/absenteeism/break times. **What do we offer?** * Indefinite-term employment contract. * Full-time schedule. * Salary according to collective agreement. * Positive work environment. **Benefits:** * Integration into a multidisciplinary team within a professional and dynamic environment. * Continuous training and real opportunities for professional development. * Insurance discounts according to internal regulations, also applicable to your family members. * Guidance, advisory, and support services regarding dependency and disability for employees and their families, provided by the Caser Foundation. At Caser Servicios, we guarantee equal opportunities, promoting talent development based exclusively on individuals’ capabilities and competencies required for their roles. If you wish to be part of a solid, values-driven project focused on helping people, Caser Servicios is waiting for you. Apply now and let’s grow together! **\#WeAreLookingForYourTalent \#PreparedForYou** * Prior experience managing contact center teams. * Advanced Excel proficiency. * Ability to analyze data using dashboards. * Experience drafting AutoHelp and operational documentation for contact centers. * Experience analyzing KPIs and developing action plans to correct deviations and improve results. **Key Competencies:** * Results orientation and deadline adherence. * Analytical ability and attention to detail. * Teamwork. * Ethical commitment and confidentiality. * Proactivity and continuous improvement. * Strong communication skills. * Ability to work autonomously, attention to detail, and confidentiality.