Call Center Operations Manager

Competitive salary + bonus, pension

Barcelona, Spain

Description

Based in our Customer Contact Centre in Barcelona (which handles enquiries from our customers across Southern Europe), you’ll set the tone for what ‘outstanding’ really means when it comes to understanding and resolving any queries our customers might have. Whether the communication is on the phone, live chat, email, letter or social media, as our ‘go to’ expert as to how we should treat our customers, you’ll show us how to create memorable experiences.

Market Overview

At Dyson, we never stand still. It’s the entrepreneur in us. By 2020, there will be 100 new machines, four new product portfolios and our headcount will have doubled. As we grow, so does our customer base. Yet no matter where they are in the world, they’ve come to expect a certain level of customer care. And that’s because we put them first. As our Regional Liaison Manager for Southern Europe, you’ll be the one that makes sure our customer contact centre delivers the kind of service that’s become as synonymous for excellence, as our brands.

Function Overview

Our Customer Service and Aftersales team epitomises Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Field Service engineers can’t fix.

Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding.

Accountabilities

Meeting with the Operation Manager, Team Leader and Training Managers you’ll define what world-class service looks like and demonstrate what that looks and sounds like – no matter what channel our customers receive it through. You’ll also make sure everyone’s on the same page by developing the necessary processes to keep us on track. And finally, as we’re respectful of the cultural differences of individual countries, you’ll draw on your market expertise – whilst liaising with market stakeholders – so that we adapt and tweak communications to ensure we’re always talking their language (in every sense of the word).


Skills

When it comes to customer-service, you don’t just go the extra mile… you’ll go whatever distance it takes to get it right. With an impressive background of delivering unforgettable customer experiences, you’re able to instil this passion in others. That’s because you’re used to heading up teams, inspiring them through your passion, and helping them do better through your motivational leading and coaching (something you’re comfortable doing whether you’re talking in Spanish or English) And, when you’ve got all that going for you, we know that’s going to have a positive impact on the team’s productivity, as they hit KPIs – what’s more they’re happy to do so. Professional, able to make decisions that count and full of enthusiasm, we know you’ll challenge us to do even better – something our customers won’t be able to believe is possible.

Benefits Overview

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops.

Posted: 24-May-2018

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