{"id":4035840,"url":"https://alion.io/job/transcom-contact-center-operations-specialist","title":"Contact Center Operations Specialist","company":{"id":5420,"name":"Transcom","domain":"transcom.com","url":"https://alion.io/company/transcom","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false}],"status":"live","first_seen_at":"2026-11-10T20:12:14Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T20:12:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Description\nAre 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?\nYou 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.\nWhat’s in it for you!\nFull-time, Monday to Friday\nModality: Hybrid work model based in Spain.\nPlanned Start Date: 01/12/2026\nComprehensive training and ongoing support to give you the tools you need and help you develop your full potential.\nEmployee discount club and social activities (Care programs).\nWe are proud to say that 90% of our Managers and Directors started their careers internally, a clear sign of our career plan.\nA company fully committed to equal opportunities between men and women.\nWhat will your day-to-day look like?\nOperations & 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).\nQuality 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.\nProcess 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.\nCompliance & 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.\nWho are we looking for?\nAdvanced or native level of Spanish and English\nPrevious experience in contact center operations, quality assurance, or team support roles.\nProcess-Oriented: Proven ability to draft clear procedures, workflows, and training materials.\nData-Driven: Strong analytical skills with the ability to interpret operational metrics and translate them into actionable improvement plans.\nCompliance Knowledge: Familiarity with GDPR compliance and standard data privacy practices.\nCommunication: Excellent verbal and written communication skills, with a talent for training and cross-departmental collaboration.\nTech-Savvy: Proficiency in CRM platforms, contact center software, and standard reporting tools.\nA proactive, highly organized professional who is passionate about empowering teams.\nWhat is life like with us?\nWe 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.\nThis 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.\nDo you want to be part of a team that values talent and diversity?\nWe are waiting for you!","description_format":"text","description_chars":3669,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Proficiency (C2)","optional":false},{"language":"English","level":"Proficiency (C2)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-10T20:12:14Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":14,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-11-10T22:47:38Z"},"pay":null,"html_url":"https://alion.io/job/transcom-contact-center-operations-specialist","json_url":"https://alion.io/job/transcom-contact-center-operations-specialist.json","meta":{"generated_at":"2026-11-10T22:47:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":741,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5420},"rest":"https://alion.io/mcp/rest/get_company?id=5420"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftranscom-contact-center-operations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftranscom-contact-center-operations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftranscom-contact-center-operations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/transcom-contact-center-operations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftranscom-contact-center-operations-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4035840}},{"tool":"search_jobs","arguments":{"company":"transcom.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4035840},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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