Program Manager, Consumer Engagement

Madrid

 

Do you have solid experience leading Contact Centers with operations for multiple markets and are you ready to face new challenges?

 

This is your role in MSX!

 

MSX International is looking for a Program Manager, expert in understanding customer expectations at EU level, deliverables, monitoring of project indicators and reporting of status to customer.

 

As a Program Manager you will carry out:

 

Review of project KPIs and SLAs. Preparation of the monthly Forecast and control of income/expenses of the project. Development and implementation of continuous improvement processes for customer service. Organization and participation in the meetings to monitor the performance of the Contact Center with the client. Participation in the selection processes, mainly in the final validation interview. Organization of onboarding processes and training of new hires. Motivation and monitoring of teams to maintain their commitment and performance.

 

 

#LI-MU1

Spain-Madrid

 

We look for you if:

 

You have extensive knowledge and experience of the customer service sector. Minimum 3 years of experience in the sector, leading large-scale Contact Centers, with operations for different markets. Ability to deal with customers. Ability to manage people (around 130 people, including team leaders, trainers, analysts, customer service agents). Decision-making skills. Communication skills. Essential command of the English language (minimum B2) and native Spanish;

 

 

What do we offer you?

 

Full-time indefinite contract. 40 hours a week, Monday – Friday. You will be part of a great team of professionals in an internationally consolidated company. You will acquire a global vision of the automotive sector, relating to customers, suppliers, consultants and dealers. Competitive salary. MSX Bazaar: Crowdsourcing portal with great discounts for employees. Flexible remuneration plan (health insurance, transport card, meal card, training, etc.) 23 working days according to collective agreement + 3 extra days. Internal training plan. National and international mobility plan.

 

Do you think you are the ideal person for this position? We want to meet you! Apply for the offer quickly and we will review your application.

 

 

Who are we?

 

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

 

Consumer Engagement Parts, Accessories & Service Performance Actionable Insights Diagnostics & Repair Enhancement Warranty and Repair Efficiency Technical Information Learning Solutions Sales Performance

 

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

 

 

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSXI Vision

To be clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry

The MSXI Mision

We harness our expertise in mobility, the creativity of our global teams and the power of technology to craft tailored, sustainable and innovative solutions

 

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.