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Teleperformance Spain

Runs multilingual customer support and sales services

Operation Assistant Manager - Call Center, Banking

Customer SupportConfirmed live in the last 24 hours
Full-timeBarcelona, Spain€20.6k /yr

About the Job

Requirements

  • At least secondary education (ESO, intermediate-level vocational training, or FPI) is required; higher-level vocational training or equivalent studies are valued.
  • Experience as an Operation Assistant Manager (Supervisor/ra) in a call center is required.
  • Knowledge of Google Sheets and Excel at an intermediate-to-advanced level for operational analysis.
  • Experience using CRM systems and industry-specific tools, with a continuous-improvement perspective.
  • Ability to monitor and analyze KPIs at an advanced level.
  • Ability to detect deviations and independently implement corrective actions.
  • Results-oriented leadership and the ability to direct and develop a team.
  • Ability to communicate assertively and clearly, adapting communication to different profiles.
  • Ability to manage conflicts, mediate, and resolve complex incidents.
  • Ability to organize, prioritize, and manage time effectively.
  • Attention to detail and rigor in following processes and quality standards.
  • Ability to make quick and effective decisions.
  • Ability to motivate the team and foster a collaborative, high-performance environment.
  • Ability to report operational results to management and propose improvements.
  • Ability to adapt successfully to dynamic and constantly changing environments.

Responsibilities

  • Coordinate, support, and promote the team's work and performance, ensuring that tasks and roles are appropriately matched to each profile and supporting profitability and productivity.
  • Implement effective strategies and tactics to achieve campaign objectives.
  • Analyze and monitor KPIs, including productivity, effectiveness, resolution, quality, and average handling time, and identify improvements to optimize operational results and standards.
  • Plan and design resources and tasks to deliver the contracted service within planned profitability parameters.
  • Keep the client and service manager informed about service operations.
  • Build a close, trusting relationship with the client and make decisions that support profitability for both companies.
  • Lead the assigned team professionally and ethically, aligning with Teleperformance's values and development initiatives.
  • Maintain a suitable working climate that supports constructive relationships with the corporate client and team.
  • Use company-provided tools appropriately for the role and operation.
  • Maintain an active, ongoing communication channel between the company and the operation to share security policies, training plans, procedures, and related information.

Desired Qualifications

  • Catalan at native or C1 level is highly valued.
  • English is valued.
  • Higher-level vocational training or equivalent studies are valued.

About the Company

Teleperformance Spain

Runs multilingual customer support and sales services

Teleperformance Spain, also branded TP Spain, runs outsourced customer support and sales operations for international businesses. Its teams handle customer enquiries, account support, technical questions and business development through telephone, email, chat and other digital channels. Programs include digital advertising sales, advertiser onboarding and customer care for online services, with language-specific teams serving markets beyond Spain. The Spanish operation recruits for office-based, hybrid and remote roles, supported by training, quality management and client operations teams. The Spanish legal entity, Teleperformance España S.A.U., was incorporated in 1989.

Company size
Not listed
Company stage
Not listed
Total funding
Not listed
Headquarters
Not listed
Founded
1989

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