- To act as Business product Owner defining and implementing strategies to promote contact center solutions and services to internal and external stakeholders.
- To build an efficient and effective first point of contact for the customer to ensure we provide the best support to solve our customers' needs.
- To implement and manage Forecasting, staffing and scheduling schemes.
- To define, negotiate and manage contact center outsourced suppliers.
- To Establish contact monitoring systems and protocols ensuring high level interaction quality and customer service excellence.
- To support different local teams in the definition of IVRs, automatic call distribution, workflows, and workforce management.
- To develop ongoing training programs and learning resources covering core contact center skills like effective communication, empathy, ... assuring it transmits the Santander values in every interaction with our customers and drivers.
- To develop contact center reports and dashboards tracking key performance indicators such as call volume, resolution time, agent performance, ...
- Proven experience of + years working in the customer services with external and internal contact center teams.
- Proven experience in Operational Leasing sector is a plus.
- Effectively communicate with colleagues in an international and multicultural environment.
- High level of SWR English, other language valuable.
- Ability to mobilize the local teams to take action to improve customer experiences starting on the front lines.
- Negotiation and communications skills capable of building relationships with multi-cultural stakeholders.
- Team player, enthusiastic and service oriented. With strong target orientation. Creative with appetite for innovation and research finding market best practices.
- Hands-on mentality and proactive attitude towards change. Capable and willing to work in a high-growth environment, where definitions are made from scratch.
- Project management and process definition skills.
- Organized and Time management skills are required.
- Based in Madrid, available to travel punctually to European countries.
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Contact Center Specialist - Boadilla del Monte, España - Santander
Descripción
Contact Center Specialist - SCF HQCountry: SpainSantander Consumer Finance HQ is looking for a Contact Center Specialist , based in our Boadilla del Monte office.
WHY YOU SHOULD CONSIDER THIS OPPORTUNITY
At Santander () we are key players in the transformation of the financial sector. Do you want to join us?
Santander Consumer Finance focuses on business development related to consumer finance products, consumer services, sales channels and commercial agreements with dealers, vehicle manufacturers or retail distribution establishments, as well as commercial functions associated with direct sales (branches, call centers or digital channels) and indirect sales (through third parties) of consumer finance products and services.
On top of its Santander Consumer is developing a larger range of services to customers around the new mobility concept starting by establishing a competitive pan-European Leasing model and growing to other customer services like short term rental, ride hailing, electrification, etc.
Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture, and disability. Our mission is to contribute to help more people and business prosper.
WHAT YOU WILL BE DOING
Under the scope of the Leasing Business Unit within Santander Consumer Finance, we're looking for a Contact Center Specialist leading the design and implementation of the technological developments to assure top class service delivery. Focusing on the implementation of a contact center functions over multiple channels, including phone, email, text message, live chat, social media... The candidate has to identify needs and goals to deploy a service center strategy with a flexible scheme combining in house contact and a outsourced contact center teams. Developing the right capabilities to cater for all contact center needs.
The ideal candidate should deliver excellent and efficient services and tangible benefits to our clients in all types of channels, but specially on digital ones. Knowledge on operational lease market is a plus.
We need someone like you to help us in different fronts, in cooperation with our IT engineering teams and the rest of your future HQ colleagues:
EXPERIENCE REQUIERED:
SKILLS & KNOWLEDGE
OTHER INFORMATION
