Contact Center Service Manager - Assisted Channels (Openbank)

Country: Spain

Project Associate Expert II

Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.

This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.

Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.

Mission and responsibilities:

In charge of the management and continuous improvement of all contact center activities to ensure best customer experience delivery and maximize efficiency.

You will be the service manager supporting the kick off, ramp-up and running activity of different contact center services for the German market. Collaborating with external BPO service providers in an outsourcing model, generating and improving operative contact center processes, quality standards, training materials and agents scripts coordinated with local Contact Center managers and internal support areas (Risks, Security, IT, Operations….) in order to look for the best  practices to be shared and extended to other geographies. The main tasks of this position will be the following:

• Ensure SLAs and KPIs of the Contact center customer service.
• Addressing and reviewing BPO external providers activities (Forecasting and Scheduling adherence, Quality control, Invoicing accuracy, etc.)
• Analyze and address customer pain points on current procedures and scripts with internal departments
• Running root-cause analysis to identify possible improvements on the current procedures based on quantitative and qualitative information from contact center and customer’s feedback.
• Identifying and helping to implement CC control and servicing processes that will improve advisors performance
• Managing direct relationship with B2B Clients. Feedback, Reporting, Incidents and Account management
• Coordinating, training and calibration of contact center managers, and QA analysts in monitoring activity

To be successful in the role you must have

• Fluent German and English is a must (90% of the workload)
• Dutch and Spanish will be an advantage.
• 1-3 years of experience improving operations in a contact center in an operational or cross functional area (Training & quality, Transformation, Process improvement, Customer Experience).
• Solid understanding of Contact Center coordination and organization.
• Ownership and accountability to identify solutions and follow up end-to-end the implementation throughout the Organization.
• Customer service orientation and experience in Process improvement
• COPC knowledge will be an advantage.
• Knowledge on Contact Center technical tools, CRM and process design tools will be and advantage.
• Availability to travel 20% time in Europe

What do we offer?

• Immediate incorporation to a dynamic and agile company with a growth and expansion project.
• Working in start-up mode with the support of Grupo Santander.
• Competitive remuneration and attractive benefits package.
• Possibility of growth within the company and the Group.
• Collaboration in international projects and possibility of contact with different countries.
• Excellent work environment, social clubs and frequent events (now virtual).

Would you like to grow with us? Join our team!

Openbank is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.

We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

If you´re not currently living in Madrid and you are open to relocate yourself, we would still love to consider your application.

The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Bank, S.A./ Open Digital Services, S.L. with registered office at Plaza de Santa Bárbara 2, 28004 (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.  

For further information about your rights and data protection, please read the ODS/Openbank Privacy Policy applicable to this type of data processing here. [URL] 

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