Contact Centre Back Office Operations Manager - Hybrid Model

apartmenteDreams placeBarcelona calendar_month12/4/26

Experteer Overview

In this role, you will lead back-office operations within the contact centre, overseeing external CX partners and driving performance improvements. You’ll align partner delivery with quality targets, forecasts, and training plans, while ensuring efficient processes and clear communication across teams.

The position emphasizes data-driven decision making, actionable insights, and a strong customer-focused mindset. This hybrid opportunity lets you shape the customer experience at a global travel leader and work with cross-functional partners to scale operations.

Compensaciones / Beneficios

Manage external CX partner relationships across regions, sites, and lines of business
Work with partner directors to monitor performance, conduct audits, and ensure QA
Monitor productivity, targets, and quality standards; drive improvements
Conduct weekly, monthly, and quarterly business reviews
Collaborate with quality, planning, training, and real-time management to meet targets
Forecast channel demand, AHT, SLA, and occupancy; plan three-month productive hours and staffing
Plan induction and upskilling training calendars; coordinate training calendars
Address performance in real-time and initiate corrective actions
Identify root causes of underperformance and share insights to drive change
Champion First Contact Resolution and advocate the customer’s voice for improvements
Ensure documentation and KPI records are up-to-date; share learnings with teams
Challenge processes and contribute to CX improvements across systems and procedures
Secure cross-functional buy-in for changes and communicate updates clearly
Promote understanding of changes across business areas; ensure tools and requirements function smoothly
Drive continuous improvement of operations and systems
Foster agile, high-performance culture and employee engagement

Responsabilidades

+5 years in managing large customer support ops and BPO vendors
Strong analytical and problem-solving skills
Excellent leadership and communication abilities
Ability to collaborate with cross-functional teams
Results-driven with a continuous improvement mindset

Requisitos principales

Prime Plus membership and competitive salary
flexible benefits and bonuses
relocation support
premium equipment and device lifecycle program
Coursera access and learning programs
hybrid home-office model

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