Call Center Representative

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions Intelligent routing Workforce engagement management Analytics and reporting Omnichannel customer engagement
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Contact Center Operations & Optimization Consultant

• Dar soporte en primer nivel a los usuarios internos de la compañía (Aplicativos, solución de problemas, cambio de PC/portátiles)
• Maquetación y mantenimiento de equipos
• Gestión de usuarios (Windows, Mail, Office 365, Software corporativo)
• Documentación y reporte de intervenciones
• Mantenimiento e inventariado del parque informático
• Gestión telefonía móvil
• Mantenimiento de impresoras, dispositivos móviles, periféricos...

Técnico Soporte, CAU

• Formar parte de un equipo de provisión y soporte de soluciones de Contact Center en la nube.
• Estar actualizado con los cambios tecnológicos y adaptarse a nuevos productos que podamos agregar al porfolio de la empresa.
• Entregar soluciones de calidad en tiempo y forma a nuestros clientes.
• Diseñar e implementar soluciones de Contact Center utilizando la tecnología de Genesys Cloud.
• Desarrollo, configuración y mantenimiento de enrutamientos en la plataforma Genesys Cloud.
• Administración de la infraestructura de Genesys Cloud.
• Resolución de incidencias relacionadas con la voz, canales digitales (Chat, WhatsApp, E-mail) y BBDD SQL Server.
• Configuración y mantenimiento de SBC’s.
• Diseño e implementación de soluciones BOT (Genesys Dialog Engine).

Call Center Representative jobs in Spain

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Contact Center Operations & Optimization Consultant

Técnico Soporte, CAU

Técnico/a N2 – Contact Center