Contact Center - Team Lead/ Program Manager

Other Madrid, Spain




Title: Program Manager

Department: Operations


Hire Date: asap



The Role


We are looking for a highly experienced Program Manager to support our ambitious growth plans for the Madrid Centre.


As a Program Manager, you will be responsible for the efficiency, effectiveness, and profitability of our calling operations for the accounts for which you are responsible, and you will implement processes and ensure the best utilization of systems to ensure this happens. You will accelerate the set up and delivery of programs and aligned revenue. Customer satisfaction is key to renew business and your performance appraisal will include this metric.


You will lead, coach and motivate the program calling team to ensure all KPIs are achieved at all times and the program delivers the results as confirmed with the client.


You are used to working under pressure and thrive in an environment aiming for growth.

*This role would require working US hours (e.g. 14h to 22h30 Monday through Friday)


Job Responsibilities 


  • Onboarding and training of calling team in line with the program
  • Coaching as required and leading as example
  • Understanding of all KPIs relevant for the program and ensuring all team members are fully briefed on them
  • Listening into calls made and providing feedback for improvement
  • Ensure regular exchange of objections and how to handle these
  • Learn and share from good performers, train and coach when underperforming
  • Ensure daily, weekly, monthly KPIs are achieved, weekly KPI dashboard and performance review meetings
  • Review of leads generated to ensure they are on target
  • Ensure team completed all online learning and regular review
  • Manage day-to-day execution of global campaigns and achievement of performance KPIs (as individuals, and as teams)
  • Implement incentives for the team to overachieve KPIs
  • Provide feedback on the script for ongoing improvement
  • Ensure quick set up, launch and acceleration of all programs





  • University degree
  • 2 years of experience directly managing a calling team, ideally B2B for technology customers
  • Demonstrated success in lead generation programs using a metric-driven approach and a mindset of continuous improvement
  • Excellent interpersonal and collaboration skills. Proven ability to drive team performance through effective daily management and personal coaching
  • Passion and enthusiasm for driving change and continuous improvement and motivation
  • Strong communication skills
  • Experience with calling systems
  • Understanding of what demand generation means for our customers