Come and work with us.
We are looking for a talented and accomplished Operations Manager to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.
As an Operation Manager in this project, your daily responsibilities will include:
* Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues
* Preparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews
* Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI’s
* Ability to support P&L analyzes and make decisions aligned with Client and Corporate business
* To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
* Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development
* Management of any Client escalations relating to the Operational team’s performance
* Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution
* Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed
* Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives
* Takes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilities
To succeed in the role, you will need to have:
* Bachelor’s degree or directly related work experience
* Fluency in English (at least C1) both verbal and written
* Fluency in Spanish is a plus
* Minimum of 2 years previous Call Center experience
* Evidence of effective interpersonal, coaching, and leadership skills
* Good organization/time management skills and problem-solving skills
* Ability to work with a variety of people from diverse backgrounds
* Ability to organize and prioritize, set priorities and multi-task
* Ability to adhere to all organizational policies and procedures
* Ability to provide feedback in a positive and supportive manner
* Ability to assess agents’ professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutions
* Able to effectively use Microsoft applications (i.e.: Word, Excel, PowerPoint, Project, Outlook, etc.)
* Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.
* Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results
Other Details
* Availability to work 100% from our site in Porto
* Availability to work from 8AM to 8PM - Monday to Friday
* Starting date: May 19th
Specific Requirements (when Necessary)
* Availability to travel
* Out-of-hours support
Benefits.
* Competitive wages
* Paid professional training
* Employee discounts
* Private healthcare & dental insurance (after six months of employment)
* Growth opportunities through various development programs
* Fun and engaging company-wide initiatives, including our EverBetter wellness program
* Job stability
* Life-long skills and experience
* Excellent work culture
Go further with Foundever
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