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AVATR, a premium intelligent electric vehicle brand, is seeking a CRM Specialist/Manager to join our Europe Overseas Business Development Team at our Madrid subsidiary. Together with the team, you will support AVATR's expansion in the Spanish market across business development, sales, marketing, aftersales, and network operations.Para presentar una candidatura, simplemente lea la siguiente descripción del puesto y asegúrese de adjuntar los documentos pertinentes.What you will do:1. Daily Operations Monitoring & KPI ManagementSupervise daily operations of in-house or outsourced call center teams.Track and report on core operational KPIs including:Call answer rate and abandonment rate.Average speed of answer (ASA) and average handling time (AHT).Work order closure rate and first contact resolution (FCR).Customer satisfaction (CSAT) score.Generate daily, weekly and monthly operational performance reports.Identify operational bottlenecks and implement process improvements to meet requirements.2. Service Quality Assurance & Standard ComplianceConduct regular quality audits through call recording monitoring, customer follow-up calls and work order review.Provide constructive feedback and coaching to customer service representatives on service attitude, communication skills and problem-solving techniques.Analyze quality trends and identify training needs for the team.Ensure all customer interactions comply with brand standards, company policies and local regulatory requirements.Drive continuous improvement in service quality and customer experience.3. Escalated Complaint Resolution & Crisis ManagementServe as the primary escalation point for complex customer complaints and emergency service incidents.Coordinate cross-functional resources (technical, service, parts) to resolve escalated issues within 24 hours.Conduct root cause analysis for high-impact customer complaints and implement preventive measures.Maintain detailed records of escalated cases and track resolution progress until closure.4. Knowledge Base Management & Information SynchronizationCollaborate with headquarters and regional technical, service and parts teams to develop and maintain the call center knowledge base.Update and validate content including frequently asked questions (FAQs), troubleshooting guides, policy explanations, product information and service procedures.Ensure all knowledge base content is accurate, up-to-date and easily accessible to customer service representatives.5. Training & Performance ManagementDesign and deliver comprehensive onboarding training programs for new call center employees covering:Brand standards and service etiquetteProduct knowledge and vehicle featuresCRM system operation and work order managementCustomer service skills and complaint handling techniquesDevelop and implement ongoing training programs to enhance team capabilities.Design and execute performance-based incentive schemes to motivate the team.What you will bring:Bachelor's degree in Business Administration, Communications or related field.Minimum 2-3 years of experience in call center operations, customer service or CRM management.Proven experience in KPI monitoring and service quality management.Proficiency in both English and Spanish.Strong problem-solving skills and ability to handle high-pressure situations.Experience with CRM systems (Salesforce, Dynamics or similar) and call center software. xhfqzwm Advanced proficiency in MS Office (Excel, Word, PowerPoint).

COORDINADOR/A DE CALL CENTER (m/f/d) ¿QUIÉNES SOMOS? En Albali Centros de Formación y Albali Business School creemos que la formación puede cambiar vidas. A QUIÉN BUSCAMOS? Buscamos incorporar a dos Coordinadores/as de Call Center para liderar y acompañar a nuestros equipos de Asesoras Comerci

Se requiere:- Experiencia en entorno call center de venta, gestionando: equipos grandes o múltiples equipos, supervisores / mandos intermedios. Herramientas de análisis: o Power BI o Excel (nivel avanzado/intermedio alto)· Gestión de KPIs y modelos de negocio· Conocimiento de operativa comercia

COORDINADOR/A DE CALL CENTER (m/f/d). Coordinadores/as de Call Center. Colaborar con la Responsable de Operaciones de Call Center en iniciativas de optimización y crecimiento.

En la Región de Cataluña, buscamos incorporar un/a Responsable de Call Center para liderar nuestro equipo de atención comercial y contribuir al crecimiento y excelencia operativa de nuestro negocio. Liderar, motivar y desarrollar al equipo de Call Center. Experiencia previa gestionando equipos de

Experiencia previa mínima de 2-3 años en roles de coordinación, Team Leader, Supervisor o posición intermedia en entornos de Call Center. Actualmente buscamos incorporar a un/a Call Center & Back Office. La misión del puesto de esta posición transversal consiste en coordinar, supervisar y opti