Customer Care Call Center Manager

About the role

Miravia, an innovative e‑commerce platform within the Alibaba Group, is looking for a Customer Care Call Center Manager to lead its high‑performing customer support team in Madrid. You will be responsible for driving service excellence, operational efficiency, and continuous improvement in a fast‑paced digital commerce environment.

Key responsibilities

• Lead, coach, and develop a team of call‑center agents to ensure exceptional customer service and timely issue resolution.
• Design and implement call‑center strategies, workflows, and KPIs that enhance the overall customer experience.
• Monitor performance, conduct regular evaluations, and deliver targeted training programs.
• Collaborate with cross‑functional teams to resolve complex issues and identify process‑optimization opportunities.
• Analyze operational data to detect trends, generate insights, and support strategic decisions.
• Oversee daily operations, including workforce scheduling, task allocation, and resource planning.
• Foster a positive, collaborative culture that promotes engagement, accountability, and professional growth.
• Ensure compliance with company policies, industry regulations, and quality standards.

Required profile

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 5+ years of progressive experience in call‑center management, preferably in a BPO or outsourced services environment.
• Proven track record of meeting or exceeding performance targets and improving CSAT scores.
• Strong leadership, interpersonal, and conflict‑resolution abilities.
• Results‑oriented with excellent organizational and multitasking skills in a target‑driven setting.

Required skills

• Experience with Automatic Call Distribution (ACD) systems.
• Proficiency in CRM platforms, specifically Salesforce.
• Ability to work with real‑time performance dashboards.