HP Store Contact Centers Manager en Barcelona

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• Has accountability for HP Store Call center infrastructure, which has significant impact on business unit results and organizational strategy of the HP Store. Plans, manages and monitors high-end operational and tactical activities of the Contact Centers. Acts as a key advisor to senior management on the development of overall policies and long-term goals of the HP Store organization. Applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues within established policies. Manages activities of individual contributors (typically Expert/Master) and/or MG1s. Recruits and supports development of direct staff members. Position reports to Director.
• The HP On-line Store is a leading online team that has the charter of not only to offer a personalized purchase experience to HP customers, but also to act as a platform to show the last products and services offered by HP Inc.
• Though the transactions are predominantly online, few customers require assisted sales and support through a contact center.
• We are looking to fill a position that will drives the Customer Contact strategy, in the diverse channels open to our customers, online, call, email, chat, etc, and execute it through our dedicated team and center based in Barcelona.
• The ideal candidate would be able to design, build and drive the customer experience of our Store to the top levels, making of it the flagship of the consumer transaction.
• Position requires been familiar with some of the key areas around the online strategy, consumer support, consumer sales, IT project development, etc…

Responsibilities:

• Call center vendor management, including contract and procurement management
• Resource planning and alignment with countries managers
• Manage the budget split per country, monitors call center metrics, share with countries and manage execution with call center provider
• Drive staffing by Call center provider and set up logistics for call center agents, as well a continuous enhancement of the call center agents training curriculum
• Call center and Online tools: develop business requirements, change management for new tools and manage online support strategy to improve efficiency and customer experience.
• Ensure call center quality process and involvement in robotics projects
• Drive customer experience from survey to action planning, transform infrastructure and create an strong customer experience
• Escalation management with continuos learning, process & store front improvements

Education and Experience Required:

• First-level university degree or equivalent experience; advanced university degree preferred.
• Typically 10+ years of experience in a business related function, preferably Call Center management, Operations management, Online Sales/Support, IT Project management
• Typically 2-4 years of people management experience.

Knowledge and Skills:

• Excellent communication skills, includes verbal, written and presentation forms; strong influence skills. Mastery in English, Spanish language skills preferred, other European languages are a plus.
• Solid finance skills and ability to budget.
• Ability to set, measure, and manage team performance.
• Exceptional financial and business acumen; in-depth business and industry knowledge.
• Excellent leadership and supervisory skills, including goal-setting, conflict resolution, performance management, budget planning, problem solving, valuation and employee engagement.