PRODUCTIVITY AND EFFICIENCY SPECIALIST

Description

DESCRIPTION At **AVOS TECH**, Prosegur's BPO line, we firmly believe that excellence in our services begins with the well-being of our team. We foster a work environment built on closeness, continuous support, and real growth opportunities. If you are looking for a **stable, challenging, and future-oriented project**… We want to meet you! We are seeking a **professional with experience in BPO / Contact Center operations** to help us enhance operational performance, ensure efficiency, achieve business KPIs, and support the growth of our services. **What will your responsibilities be?** Your primary mission will be to optimize operations and ensure maximum efficiency through data and strategy: * **Monitoring and Analysis:** Track productivity and efficiency metrics across *inbound/outbound* channels. * **Reporting:** Collaborate on preparing reports for the business and end clients. * **Planning:** Calculate resource sizing, workload forecasts (*forecasting*), and operational scenarios. * **Optimization:** Identify deviations, monitor absenteeism/adherence, and propose immediate action plans. * **Strategic Operations Partner:** Act as an internal consultant for Operations Managers and Directors, identifying financial leaks (losses, SLA penalties, headcount inefficiencies) and proposing solutions. * **Continuous Improvement:** Drive optimization initiatives, develop dashboards, and support the implementation of new services. * **Business Case and Return on Investment (ROI):** Design and present financial business cases justifying investment in new technologies, tools, or structural changes. * **Automation Champion:** Identify automation opportunities (RPA, Artificial Intelligence, Bots) and collaborate closely with the Operations and Technology teams to implement and measure ROI. **What do we offer?** * **Stability:** Permanent contract and integration into a rapidly growing team. * **Flexibility:** **Hybrid work model** with flexible start and end times. * **Work-Life Balance:** Intensive summer schedule. * **Development:** Continuous training, career development plans, and challenging projects with high-profile clients. * **Compensation:** Competitive salary commensurate with your experience. * **Location:** Madrid (offices with excellent transport links, near the *12 de Octubre* metro station). **Why choose AVOS TECH?** At AVOS TECH, we don’t just offer a job—we offer a future-oriented project. We combine **cutting-edge technology with human value**. * **Constant innovation:** We work with state-of-the-art technology. * **Collaborative culture:** We believe in respect, teamwork, and genuine professional development. * **Meritocracy:** Your attitude and strong performance are recognized and rewarded here. **Ready for the challenge? Apply now and take off with us!** REQUIREMENTS **Required Experience:** * Minimum **2 years** in Contact Center / BPO operations departments, or in roles related to Productivity, Efficiency, WFM, Reporting, or PMO. * Proven experience monitoring operational and business KPIs. * Track record optimizing processes and detecting operational inefficiencies. Habit of working with multidisciplinary teams (Operations, Quality, IT, and Clients) * * Ability to lead working groups to drive continuous improvement alongside various Operations managers. **Technical Competencies:** **** * Data Analysis: Advanced proficiency in Excel (mandatory) and Business Intelligence tools such as Power BI. * WFM Tools: Experience with workforce sizing models and familiarity with WFM tools such as *Genesys Cloud, NICE, Verint, Cisco, Talkdesk*, or similar is desirable. BPO Business Knowledge: Understanding of Contact Center dynamics (business KPIs, billing metrics, workforce sizing, etc.). * * Experience in continuous improvement, PMO, or operational efficiency roles. **Personal Competencies:** * Strong analytical capability and data orientation (*data-driven*). A rigorous mindset grounded in data and analysis—not intuition. * Clear and assertive communication (ability to present projects and results to Management and Clients). Organization, critical thinking, and proactivity. Ability to look beyond day-to-day tasks and design medium- to long-term efficiency strategies. * * Team spirit and influence capability. Ability to mobilize operational teams—without direct reporting lines—toward a shared objective.