**Do you want to develop your professional career?** BBVA is a global company with over 160 years of history, operating in more than 25 countries where we serve over 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with diverse profiles—including finance specialists, legal experts, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Type of Contract:** Permanent (Indefinite) **What are we looking for?** Responsibilities: * Continuously monitor operational indicators and identify areas for improvement, ensuring achievement of Customer Satisfaction and efficiency targets. * Ensure channel availability through management of operational KPIs: service level, response rate, and abandonment rate; as well as the team’s NPS. * Perform maintenance on the IVR supporting operations, coordinated with relevant teams. * Provide timely attention and resolution of cases/complaints submitted via social media (including those from influencers or media personalities) in coordination with internal bank departments, minimizing impact on the bank’s image and reputation. * Address application incidents affecting customers during the channel’s operating hours—or on a 24x7 basis, as applicable. * Jointly analyze, with the service provider’s responsible manager, the performance of contact center advisors/agents to develop differentiated prevention/correction plans for low-performing agents. * Ensure the provider complies with execution of its established support processes in the Contact Center. * Keep customer request/requirement classifications up to date—whether verbal or written. * Develop improvements to the service model and information handling to enhance customer service and internal management, as well as channel demand management. * Create tickets and promptly register evidence in appropriate platforms. * Convene Open Banking incident resolution meetings with key stakeholders to identify definitive solutions to emerging issues. Requirements: * Academic background in Business Administration, Industrial Engineering, or related fields. * Experience handling client requests and managing incidents for corporate clients. * 3–4 years of experience in Customer Service. **Responsible Banking** --------------------- Our responsible banking model **aims to build a more inclusive and sustainable society.** Because the future of finance is financing the future. We began with the spirit of helping others make the best financial decisions. That spirit remains today and drives us forward—prioritizing innovation and digital transformation, and making the opportunities of this new era accessible to all. **Diversity** -------------- At BBVA, we believe that having a **diverse team** makes us a better bank. For this reason, we **actively support diversity, inclusion, and equal opportunity**, regardless of race, gender, age, religion, sexual orientation, gender identity, gender expression, and other factors. We foster a collaborative and inclusive work environment that allows each person to bring forth their best self. **Our Values** -------------------- **Our values define our identity** and serve as the driving force enabling us to fulfill our purpose and guiding all our actions and decisions. **Legal Requirements** If the position you are applying for is located outside the country where you currently reside, you may need to obtain a visa and/or work permit and/or residence permit, and comply with any other requirements mandated by local labor and immigration regulations or applicable professional regulations in that country. Should you be selected as the final candidate, BBVA may assist you in processing the corresponding permit/visa, with the understanding that if, for any reason, (i.) the required visa and/or work permit and/or residence permit is not issued, or (ii.) any other requirements mandated by local labor and/or immigration and/or professional regulations applicable to the position in that country are not fulfilled, you will unfortunately be excluded from the position. Likewise, if you already hold a visa and/or work permit and/or residence permit for the relevant country, please indicate this when applying for the position.