Contact Center Program Leader

Job Description

Do you thrive in dynamic environments, speak English fluently, and have a passion for leading high-performing teams?

Take the lead as our Contact Center Program Leader and help us shape exceptional customer experiences in the automotive industry!

Your daily tasks will include:

• Lead the day-to-day operations of a new automotive contact center team.
• Serve as the primary point of contact between the client and internal teams.
• Coordinate with training, quality assurance, and support departments to drive project success.
• Monitor and report on KPIs, driving continuous performance improvements.
• Manage resources, shift planning, and task assignments for maximum team efficiency.
• Handle escalations, develop operational solutions, and uphold high service standards.
• Collaborate closely with senior stakeholders and cross-functional departments.

Qualifications

We are looking for you if:

• C1 level of English.
• Full-time availability.
• Based in our Barcelona office in a 50% hybrid position, with an initial 5–6 month on-site adaptation period (Carrer de la Constitució, 2, Sant Just Desvern, 08960 Barcelona).
• Proven experience in contact center operations or program/project management.
• Strong leadership skills with the ability to manage teams independently.
• Excellent communication and client management capabilities.
• Solid understanding of performance metrics and KPI-driven processes.
• Highly organized, results-oriented, and proactive mindset.