52 ofertas de sla management en todas las ubicaciones

• Madrid
• Híbrido
• Hace 3d

En Arelance sabemos que las personas son el activo más importante dentro de una empresa y por tanto invertimos muchos esfuerzos en buscar los mejores profesionales para nuestros clientes, y en ofrecer a nuestros candidatos los mejores proyectos. En este momento, buscamos un/a Buscamos un/a Workplace Management Solutions Lead para incorporarse a un proyecto estratégico dentro de una compañía líder del sector movilidad, inmersa en un proceso de transformación tecnológica y evolución hacia un modelo de negocio más sostenible e innovador. Serás responsable de la coordinación de los servicios de Workplace, liderando equipos multidisciplinares y asegurando la correcta prestación del servicio en un entorno Microsoft. Trabajarás en estrecha colaboración con diferentes áreas técnicas y de negocio para garantizar una experiencia de usuario eficiente, segura y alineada con las necesidades de la organización. Funciones Liderar y coordinar los servicios de Workplace Technology, asegurando la calidad y continuidad del servicio. Coordinar equipos técnicos responsables de áreas como identidad y accesos, gestión de dispositivos, seguridad del puesto de trabajo, distribución de software y soporte al usuario. Supervisar la gestión de incidencias, problemas, cambios y escalados, garantizando el cumplimiento de los SLA y KPI establecidos. Impulsar iniciativas de mejora continua orientadas a optimizar procesos, aumentar la eficiencia operativa y mejorar la experiencia del usuario. Colaborar con equipos de infraestructura, seguridad, redes y negocio para asegurar una correcta prestación de los servicios. Realizar el seguimiento de indicadores de servicio, elaborar informes de gestión y proponer acciones de mejora. Gestionar la relación con proveedores y stakeholders internos, participando en la definición de estrategias y evolución del servicio. Coordinar reuniones de seguimiento, revisiones operativas y planes de acción derivados de incidencias o proyectos de mejora. Participar en la planificación de cambios, despliegues e iniciativas de transformación del entorno Workplace. Requisitos Experiencia mínima de 5 años en posiciones de Service Delivery, Workplace Management, IT Operations o gestión de servicios IT. Experiencia liderando equipos técnicos y coordinando servicios de soporte e infraestructura. Conocimiento de entornos Microsoft y servicios Workplace. Experiencia trabajando con herramientas ITSM (ServiceNow o similares). Conocimiento de metodologías ITIL y gestión de incidencias, problemas y cambios. Capacidad para gestionar múltiples stakeholders, proveedores y equipos multidisciplinares. Orientación a la mejora continua, calidad del servicio y satisfacción del usuario. Nivel alto de español e inglés, tanto hablado como escrito. Residencia en España y permiso de trabajo vigente. Se valorará Experiencia en entornos corporativos internacionales. Conocimientos de Microsoft 365, Active Directory, Entra ID (Azure AD), ADFS, Intune, SCCM/MECM o SailPoint. Experiencia en gestión de servicios de End User Computing (EUC) o Digital Workplace. Certificaciones ITIL o relacionadas con Microsoft. Condiciones Incorporación a un proyecto internacional de larga duración en una compañía líder del sector movilidad. Modelo de trabajo híbrido en Madrid. Acceso a formación y desarrollo profesional. SBA valorado de hasta 47.000€ B/A en función de la experiencia aportada Si tienes interés en una gran oportunidad como ésta, ¡inscríbete!¡Queremos conocerte! *** Sólo se valoran candidatos con permiso de trabajo y residencia en España ***

• Contrato indefinido
• Jornada completa
• Más de 39.000 €

• Barcelona
• Híbrido
• 19 jun

Sobre el rol Compañía del sector telecom con fuerte componente digital, especializada en captación de clientes a gran escala y optimización avanzada de funnels de conversión. Buscamos un/a Lead Management, CRM & MarTech Manager con mentalidad de Revenue Operations (RevOps) para liderar el ecosistema de captación, gestión y conversión de leads end-to-end. Serás la persona responsable de garantizar la trazabilidad del customer journey, conectando Marketing, Ventas, Call Centers, BI e IT para transformar oportunidades en ingresos reales. Este rol es clave para optimizar funnels digitales, mejorar la calidad del dato y asegurar una atribución fiable en todas las etapas del proceso comercial. Tendrás un impacto directo en ingresos, con capacidad real de influir en cómo se captan, gestionan y convierten los clientes en la compañía. No buscamos un perfil técnico puro: buscamos alguien con visión de negocio, capacidad analítica y dominio funcional de CRM y ecosistemas MarTech. Responsabilidades principales 1. Funnel & Lead Lifecycle Ownership Gestión end-to-end del ciclo de vida del lead. Optimización continua del funnel (captación ¿ conversión ¿ venta). Definición de oportunidades, estados y puntos de contacto. Identificación de fricciones y palancas de mejora. Gestión de distribución de leads y SLA comerciales. 2. CRM Strategy & Operations (Zoho CRM) Ownership funcional del CRM (procesos, workflows y automatizaciones). Diseño y evolución de pipelines, reglas de negocio y estructuras. Coordinación con IT para integraciones y desarrollos, siendo responsable de la definición de automatizaciones, mientras que la implementación recaerá en IT. Garantía de la calidad y consistencia del dato. 3. Tracking, Attribution & MarTech Ecosystem Gobierno del ecosistema de medición (Infinity, GA4, GTM). Definición y validación de tracking y modelos de atribución. Estandarización de UTMs y calidad de la medición. 4. Revenue Operations & Growth Performance Optimización global del funnel comercial. Coordinación entre Marketing, Ventas y Call Centers. Análisis de performance (leads, oportunidades, ventas). Identificación de cuellos de botella y oportunidades de crecimiento. 5. Call Center Performance & Conversion Interlocución con proveedores externos. Seguimiento de SLA, calidad y conversión. Control de atribución de ventas. Mejora continua de la operación. 6. Gestión de bases de datos comerciales Calidad del dato. Segmentaciones. Deduplicación. Audiencias. Reglas de explotación comercial. ¿ Qué necesitas para tener éxito Imprescindibles +5 años de experiencia en Lead Management, CRM, MarTech o RevOps. Formación en Ingeniería (Informática, Industrial, Telecomunicaciones, Matemáticas, Estadística) o ADE con especialización en Marketing Digital, Data, Analítica o entornos MarTech. Experiencia en entornos con alto volumen de leads y venta asistida. Experiencia avanzada y demostrable en Zoho CRM, incluyendo diseño de procesos, workflows, módulos, reporting y gestión funcional de la plataforma. Experiencia en gestión de funnels, customer journey y conversión. Conocimiento sólido de tracking y atribución. Conocimientos técnicos CRM: Zoho CRM (avanzado). MarTech: Infinity, GA4, GTM, herramientas de funnel. Datos: SQL (nivel funcional) APIs e integraciones Modelado y calidad del dato Operación comercial: Call Centers Televenta Modelos de atribución Valorable Experiencia en sectores como telecomunicaciones, energía, seguros o comparables. Experiencia en modelos de Revenue Operations Entornos multi-proveedor y alto volumen operativo Qué buscamos en ti Visión end-to-end del funnel comercial Alta capacidad analítica y orientación a negocio Obsesión por la calidad del dato y la medición Capacidad de coordinación transversal Mentalidad de mejora continua Perfil autónomo, estructurado y orientado a impacto Beneficios Modelo híbrido ¿ Flexibilidad horaria Jornada intensiva en verano Seguro de salud y de vida

• Contrato indefinido
• Jornada completa
• Más de 33.000 €

• Barcelona
• Presencial
• Hace 1d

Experience the power of a game-changing career Want to be part of an innovative and growing team? We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. If you're looking to grow and be inspired, as a Senior Training & Quality Specialist in Barcelona (On-site), you will be part of our team of game-changers who are powering the brands of the future through exceptional customer experience and operational excellence. What you will do in this role In everything we do, we believe in doing right by and for people - our clients, their customers, our people, our community, and our planet. As a Senior Training & Quality Specialist on our team, you will - Deliver onboarding and continuous training sessions for new and existing team members - Monitor and evaluate team quality performance, ensuring correct call handling and case management - Provide regular coaching and constructive feedback to advisors to improve performance and engagement - Identify training needs and create development plans to enhance technical knowledge and communication skills - Motivate and support team members to achieve and exceed performance targets - Participate in regular operational meetings, providing insights on quality trends and performance - Organize and facilitate internal and external calibration sessions - Analyze customer complaints and provide effective resolutions - Maintain regular communication with the client regarding quality standards and specific cases - Ensure service levels and quality objectives are consistently achieved - Review, update, and maintain operational procedures and documentation - Develop and implement strategies to improve quality results and operational efficiency - Collaborate closely with management and key stakeholders to drive continuous improvement initiatives - Support performance management activities, including appraisals, objective setting, coaching, and development Concentrix is a great match if you: - Are proficient in both Spanish and English, written and spoken - Have previous experience in a quality, training, coaching, or team leadership role - Have strong communication and presentation skills - Are an advanced user of Microsoft Office applications and CRM tools - Have a solid understanding of customer service operations and quality processes - Possess strong analytical and problem-solving skills - Have excellent coaching and mentoring abilities - Are proactive, organized, and detail-oriented - Demonstrate empathy and strong interpersonal skills - Thrive in a collaborative team environment It would be a plus if you: - Speak a third European language - Have experience reviewing and updating operational procedures - Have strong team-building and motivational skills What's in it for you - 39h per week permanent contract: Monday to Friday schedule from 09:00 to 18:00 - Salary: 21.376 euros gross/year + up to 1,882.92 euros gross/year + Private medical insurance - 100% office-based role in Barcelona - Full paid training on the company and project Career development programs and specialized training opportunities - A diverse, collaborative, and supportive work environment Experience the best version of you! At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive. If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why hundreds of thousands of game-changers around the globe call Concentrix their "employer of choice."

• Contrato indefinido
• Jornada completa
• 21.000 € - 21.000 € Bruto/año

• Barcelona
• Presencial
• Hace 1d

Experience the power of a game-changing career Want to be part of an innovative and growing team? We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. If you're looking to grow and be inspired, as a Customer Service Representative in Barcelona (on-site), you will be part of our team of game-changers who are powering the brands of the future in the Sport Clothing industry. Career growth and personal development This is a great opportunity to experience the power of what's next and develop "friends for life" at the same time. We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed. What you will do in this role In everything we do, we believe in doing right by and for people - our clients, their customers, our people, our community, and our planet. As a Customer Service Representative on our team, you will: - Handle incoming customers contacts (via telephone, email, chat or other automated alerts) and solve users' demands - Log call details onto call management systems and provide response and resolution within SLA - Maintain service and product knowledge and expertise associated with applications specific to individual customers - Ensure contractual SLA is maintained Your qualifications We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Concentrix is a great match if you: - Are proficient in English - Have good disposition to work in a customer service environment - Have customer care skills - ability to listen to and understand the customers' need - Can take ownership of, and progress calls to resolution or to escalate call to resolution Don't meet every requirement? No worries. We're dedicated to creating a diverse, inclusive, and authentic workplace for everyone. If you feel you don't check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it's this one or another role. What's in it for you We challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW. That's why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for our teams, our customers, and YOU. In this role, we offer benefits that help support your unique lifestyle: - Shift: Monday - Friday: 9h-18h or 10h-19h depending on the week - Salary 18.052,54 euros gross/year + up to 2400 euros gross/year in bonus - Central location in Barcelona - Full paid training on the company and the project you'll be working on - Career development programs, specialized courses If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their "employer of choice." Concentrix is an equal opportunity employer We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. R1740181

• Contrato de duración determinada
• Jornada completa
• 18.000 € - 20.000 € Bruto/año

• Barcelona
• Presencial
• Hace 2d

Career Growth and Personal Development This is your chance to grow, learn, and build meaningful connections. We provide comprehensive training, access to the latest tools, and continuous support to help you succeed and progress in your career. What You Will Do in This Role As a Fashion Support Consultant, you will: Take incoming customer calls (via telephone, email, voicemail, chats, or other automated alerts) and solve users' demands. Take incoming calls from boutiques and shops via telephone and resolve demands. Log call details onto call management systems and provide response and resolution within SLA. Maintain service and product knowledge and expertise associated with applications specific to individual customers. Escalate potential service issues initially with Mentor. To follow all the processes and procedures of the project. Ensure contractual SLA is maintained. Provide cover for other Agents in their absence, either within the same team or across teams. Liaise with Supervisors/ Mentors on specific projects where requested. To understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner. To attend regular Team Meetings. To work on additional tasks required by Supervisor or Mentor connected to keeping up the service performance, quality and customer satisfaction. Requirements Native level of French plus fluent level of English Working knowledge of IT Platform, equipment, and applications: Windows/MS Office Good disposition to work in a customer service environment Customer care skills - ability to listen to and understand the customers' needs Ability to take ownership of, and progress calls to resolution or to escalate call to resolution Personal abilities Resistant to stress. Very good communication skills. Ability to work in a team. Logical approach to problem solving. Ability to work on own initiative. Ability to adapt to different situations and needs. What's in It for You In this role, you'll benefit from: Part-time (20 hours/week) permanent contract, Monday to Friday (14:00-18:00) Salary of € 10.063,14 gross/year + up to € 615.38 gross/year in bonus Onsite Barcelona Office Referral bonus opportunities Fully paid training on the company and your project Career development programs and specialized courses Be Your Best Version At Concentrix, we invest in our people because we know that when you thrive, our clients and their customers do too. If this sounds like the next step in your career, we'd love to hear from you. Apply today and discover why over 440,000 game-changers worldwide choose Concentrix as their employer of choice. Concentrix is an equal opportunity employer We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. R1744868

• Contrato indefinido
• Jornada parcial - tarde
• 10.000 € - 11.000 € Bruto/año