Contact Center Operations Specialist
Confirmed on the employer's own hiring board on Nov 10, 2026. First seen by Alion on Nov 10, 2026.
Description
Are you based in Spain and passionate about continuous improvement and customer service? Want to be part of a team that truly makes things run smoothly and empowers others to deliver top-tier experiences?
You will work in a dynamic and motivating environment with great opportunities. We will provide the necessary support and track your development; we just need your commitment and energy to learn.
What’s in it for you!
- Full-time, Monday to Friday
- Modality: Hybrid work model based in Spain.
- Planned Start Date: 01/12/2026
- Comprehensive training and ongoing support to give you the tools you need and help you develop your full potential.
- Employee discount club and social activities (Care programs).
- We are proud to say that 90% of our Managers and Directors started their careers internally, a clear sign of our career plan.
A company fully committed to equal opportunities between men and women.
What will your day-to-day look like?
- Operations & Team Support: Provide day-to-day support to internal Contact Center teams to ensure smooth service delivery, manage pending items, and resolve ticket backlogs to maintain SLAs. Act as the primary point of contact for cross-functional teams (including SVC Network, Admin, and D2C).
- Quality Assurance & Performance Monitoring: Monitor, analyze, and report on key operational metrics and KPIs. Oversee overall service quality, identify areas for growth, and implement continuous improvement plans.
- Process Management & Training: Create, review, and optimize Standard Operating Procedures (SOPs). Develop training materials and conduct comprehensive training sessions for staff on new and existing procedures.
- Compliance & Project Management: Handle GDPR-related customer requests ensuring strict adherence to data protection regulations. Collaborate with internal stakeholders on planning, testing, and rolling out new projects and systems.
Who are we looking for?
- Advanced or native level of Spanish and English
- Previous experience in contact center operations, quality assurance, or team support roles.
- Process-Oriented: Proven ability to draft clear procedures, workflows, and training materials.
- Data-Driven: Strong analytical skills with the ability to interpret operational metrics and translate them into actionable improvement plans.
- Compliance Knowledge: Familiarity with GDPR compliance and standard data privacy practices.
- Communication: Excellent verbal and written communication skills, with a talent for training and cross-departmental collaboration.
- Tech-Savvy: Proficiency in CRM platforms, contact center software, and standard reporting tools.
- A proactive, highly organized professional who is passionate about empowering teams.
What is life like with us?
We are a global specialist in customer experience that offers CX advisory services, customer service, sales, technical support, and collections through our extensive network of contact centers and work-at-home agents. We are 30,000 customer experience specialists in more than 85 contact centers across 29 countries, providing services in 33 languages to international brands across various sectors.
This is who we are. Every day, someone like you begins their adventure with us. Let us get to know your potential, and we will transform it into key skills for your future. We work as a team and are always looking for positive changes. We care for one another and are committed to both our clients and ourselves. We keep our minds open and are always willing to learn and evolve. With a positive attitude, there are no limits you cannot reach.
Do you want to be part of a team that values talent and diversity?
We are waiting for you!