Service Manager - Contact Center

Description

DESCRIPTION At AVOS TECH, Prosegur's BPO division, we are experiencing rapid expansion and seeking to hire a Service Manager for our Contact Center to lead our outbound calling campaigns in the Utilities and Insurance sectors. We are looking for a candidate with proven team management experience, capable of leading client strategy, driving continuous process improvement, and placing customer satisfaction at the heart of all activities. If you are passionate about transforming the customer experience, possess strategic thinking, and know how to inspire your team toward excellence and goal achievement, this is your opportunity! Responsibilities: * Lead and coordinate a team of agents and supervisors across multiple sales services targeting the utilities and insurance sectors. * Ensure compliance with service, quality, and productivity KPIs. * Profitability Control: Ensure service cost efficiency by managing staffing levels in alignment with production volumes and business objectives. * Identify opportunities for process and customer experience improvement. * Collaborate with Training, Quality, and Planning departments. * Report results and propose action plans to Operations Management. REQUIREMENTS Requirements * Minimum 3 years of experience in the Contact Center sector, including at least 2 years as a Service Manager. * Leadership and decision-making capabilities. * Ability to build trust-based relationships with clients, enabling identification of improvement opportunities, anticipation of needs, and understanding of their perception of the service. * Results-oriented mindset and commitment to continuous improvement. * Proficiency with management tools (CRM, reporting platforms, etc.). * Experience in customer service and sales campaigns is desirable. What we offer * Stable project. Permanent contract. * Continuous training and support for your professional development. * Positive work environment and collaborative culture. * Salary: * Fixed Salary: Annual gross salary range between €35,000 and €40,000 (based on sector-related experience provided). * Variable Salary: Incentive plan. * Location at our offices near the 12 de Octubre metro station (Madrid) * Full-time schedule, Monday to Friday, from 09:00 to 18:00.