Contact Centre Agent Job at TUI (Palma)

Contact Centre Agent

We are seeking savvy and skilled individuals to join our diverse team of Contact...

Location

Spain , Palma de Mallorca

Salary:

21300.00 EUR / Year

TUI

Expiration Date

Until further notice

Requirements

Right to work in Spain
Fluent in Polish and English
Ideally another European language
Organized and adaptable
Customer-first mindset
Tech-savvy and comfortable working with AI tools
Remote-ready with professional home setup
Flexible for rotating shifts

Job Responsibility

Handle guest contacts via phone, email, SMS, and online messaging 24/7
Work with AI technology to deliver fast support
Resolve issues and complaints with empathy
Collaborate with global suppliers and TUI teams to fix problems quickly

What we offer

Variable monthly payment of 10% of salary upon achievement of targets
Additional payments for night shifts and bank holidays
Multiple permanent career development opportunities
Compensation for training days
Access to TUI Learning Hub, TUI Skills Academy & Language Lessons
Access to WeCare Team & 24/7 Wellbeing Hub
Charity and sustainability initiatives access
TUI Club de Benefits with multiple discounts

Fulltime

Contact Centre Agent

We are seeking savvy and skilled individuals to join our diverse team of Contact...

Location

Spain , Palma

Salary:

21300.00 EUR / Year

TUI

Expiration Date

Until further notice

Requirements

Right to work in Spain
Fluent in Swedish and English
Ideally another European language
Organized and adaptable
Customer-first mindset
Tech-savvy and comfortable with AI tools
Remote-ready with professional home setup
Flexible for rotating shifts

Job Responsibility

Handle guest contacts 24/7 via phone, email, SMS, and online messaging
Work with AI technology to deliver fast support
Resolve issues and complaints with empathy
Collaborate with global suppliers and TUI teams to fix problems quickly

What we offer

Variable monthly payment of 10% of salary upon achievement of targets
Additional payments for night shifts and bank holidays
Permanent career development opportunities
Compensation for training days
Access to TUI Learning Hub
Access to TUI Skills Academy & Language Lessons
Access to WeCare Team & 24/7 Wellbeing Hub
Charity and sustainability initiatives access
TUI Club de Benefits with multiple discounts

Fulltime

Quality Assurance Specialist for Contact Centre

We are looking for our next QA specialist for Contact Centre, main activities in...

Location

Mexico , Ciudad de México

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Experience on Contact Centre: Quality Assurance supervisor or similar
1-3+ years of experience in a Contact Center environment, preferably in a Quality Assurance (QA) or Coaching role
Demonstrable prior experience monitoring and evaluating customer interactions (calls, emails, chat)
Experience conducting calibration sessions with leadership and training teams is highly desirable
Exceptional Attention to Detail: Must be meticulous in evaluating interactions against complex criteria
Strong Analytical and Critical Thinking Skills: The ability to be objective and data-driven in assessments
Outstanding Communication Skills (Written and Verbal): Essential for delivering clear, constructive, and professional feedback to agents and creating comprehensive reports for management
Coaching and Interpersonal Skills: The capacity to deliver feedback empathetically and motivate agents to improve their performance
Time Management and Organization: Ability to manage a high volume of monitoring tasks and meet deadlines
Problem-Solving: Proactive approach to identifying and proposing solutions for quality or process gaps

Job Responsibility

Monitor and evaluate agent-customer interactions (calls, emails, chat, etc.) to assess adherence to quality standards, policies, and procedures
Conduct call monitoring and scoring using established quality scorecards and evaluation criteria
Provide constructive and actionable feedback to contact center agents based on evaluation findings to drive performance improvement
Participate in calibration sessions with team leaders and trainers to ensure consistency and objectivity in the evaluation process
Analyze quality metrics (e.g., quality scores, Customer Satisfaction (CSAT), First Contact Resolution (FCR)) to identify trends, root causes of issues, and areas for improvement
Prepare comprehensive quality reports and performance analyses for management and relevant stakeholders
Collaborate with the Training and Coaching teams to develop and recommend targeted training programs based on identified skill and knowledge gaps
Assist in the development and maintenance of quality assurance standards, scorecards, and process documentation (SOPs)
Ensure agents comply with regulatory requirements and company policies related to customer interactions and data privacy
Identify and report systemic operational or process issues that impact customer experience or agent performance

Fulltime

Agente de Call Centre

I guarantee the satisfaction of all customers who contact us directly through th...

Location

Mexico , Ciudad de México

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Good knowledge of how to support IKEA customers before, during, and after they have made a purchase
Experience in ensuring a smooth and easy buying process
Familiarity with the relevant processes, tools, and working methods for the role
Ability to make things happen with flexibility, speed, and simplicity
Comfortable and familiar with using a computer
Good knowledge in handling customer complaints or crisis situations

Job Responsibility

Guarantee the satisfaction of all customers who contact through the contact center via all channels
Identify customer needs and offer simple and effective solutions
Take responsibility for resolving customer's individual needs and communicating realistic timelines
Update system with case notes to ensure colleagues are aware of agreements
Meet agreed service levels for response times
Remain calm and helpful with angry or upset customers
Encourage customer feedback to improve shopping experience
Use contact center tools to access information about IKEA range and promotions
Respond to customer inquiries efficiently and effectively
Support creation of additional sales opportunities

Fulltime

Customer Support Team Leader - Midnights

We're looking for a leader who can thrive during these non-traditional hours, bu...

Location

United Kingdom , Cardiff

Salary:

Not provided

Capital on Tap

Expiration Date

Until further notice

Requirements

Contact centre experience is essential
Bonus if experience is in Financial Services
Genuine passion for team development and a track record of coaching success
Strong attention to detail with the ability to identify and address inefficiencies
Experience in analysing and interpreting basic data sets
A growth mindset—comfortable making mistakes, learning, and improving
Confidence in giving and receiving constructive feedback, including managing up
A drive for success, backed by a track record of achieving results in previous roles
Someone who has worked similar shifts or unsociable hours is a plus

Job Responsibility

Lead a team of approximately 10 agents to deliver exceptional outcomes for customers and the business
Develop team skills through 1:1s, coaching, huddles, and meetings
Support the Customer Support Manager in driving positive departmental changes
Build strong relationships with key internal stakeholders
Act as an escalation point for team support when needed, especially during unsociable hours
Remove obstacles preventing agents from delivering outstanding service

What we offer

Private Healthcare, including dental and optician services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year

Fulltime

Customer Contact Transformation Lead

We are seeking a Customer Contact Technology Specialist at Principal Consultant ...

Location

United Kingdom , London

Salary:

Not provided

PA Consulting

Expiration Date

Until further notice

Requirements

Proven experience delivering technology transformation in contact centres, including AI and CCaaS deployments
Strong understanding of customer experience operations, contact centre KPIs, and digital engagement strategies
Expertise in business readiness, change management, and stakeholder engagement for technology rollouts
Familiarity with AI/GenAI applications for customer contact (e.g., knowledge management, agent assist, conversational AI)
Confident with Data analysis and shaping benefits cases
Experience shaping and delivering CRM programmes integrated with contact centre technology
Experience working with Financial Services or Public Sector clients preferred
Ability to collaborate with alliances and technology vendors to shape joint propositions
Preferably an Operational Practitioner who has transitioned into a consulting role so combines Operational experience with Consulting disciplines

Job Responsibility

AI Innovation & Alliances: Work with strategic technology partners and alliances to identify opportunities for AI-based services tailored to contact centre use cases
Shape joint propositions and support go-to-market initiatives with partners
Product Ownership: Take ownership of the development and roadmap for KAIWA, our AI coaching and analytics solution
Support sales enablement, client demos, and delivery of KAIWA engagements
Support development of business cases and options for clients
Technology Change Leadership: Act as a subject matter expert in technology-based change for customer contact, preferably within Financial Services (FS) or Public Sector (PS)
Advise clients on business readiness, change management, and operational impact of new technologies
CCaaS Platform Expertise: Lead or support rollouts of new CCaaS platforms (e.g., Five9, Genesys, NICE CXone)
Deliver overlay consulting services including business readiness assessments, change management plans, and operational transition support
CRM Programme Delivery: Shape and deliver CRM transformation programmes integrated with contact centre technology

What we offer

Health and lifestyle perks accompanying private healthcare for you and your family
25 days annual leave (plus a bonus half day on Christmas Eve) with the opportunity to buy 5 additional days
Generous company pension scheme
Opportunity to get involved with community and charity-based initiatives
Annual performance-based bonus
PA share ownership
Tax efficient benefits (cycle to work, give as you earn)

Fulltime

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

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