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Spanish Operations Manager - Porto, Portugal, Porto
Client: Foundever
Location: Porto, Portugal
Job Category: Other
EU work permit required: Yes
Job Reference: bb1def23d8d1
Job Views: 2
Posted: 09.05.2025
Job Description:
Spanish Operations Manager - Porto, Portugal
Req ID#: 399203
Porto, Portugal, PT
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 Operations Manager in this project, your daily responsibilities will include:
1. Reporting to the Business Unit Director, managing first-line supervisors responsible for overseeing the day-to-day operations of customer inquiry and issue resolution teams.
2. Preparing, analyzing, and presenting data for monthly and quarterly performance reviews.
3. Conducting formal monthly and quarterly performance reviews and 1:1 meetings with direct reports against KPIs.
4. Supporting P&L analyses and making decisions aligned with client and corporate business strategies.
5. Implementing actions from Employee Satisfaction surveys and reviewing them regularly.
6. Overseeing training, development, and mentoring of direct reports to enhance skills and career growth.
7. Managing escalations related to the operational team's performance.
8. Tracking customer and client satisfaction and complaints, ensuring timely responses and resolutions.
9. Conducting quarterly process audits for customer transactions and implementing improvement plans.
10. Providing clear guidance to Call Center Supervisors and teams to drive organizational strategies and initiatives.
11. Ensuring compliance with health, safety, and security responsibilities.
To succeed in this role, you will need:
1. A Bachelor's degree or equivalent work experience.
2. Fluency in Spanish (at least C1), both verbal and written.
3. Strong English communication skills (mandatory).
4. At least 2 years of call center experience.
5. Effective interpersonal, coaching, and leadership skills.
6. Good organizational, time management, and problem-solving skills.
7. Ability to work with diverse backgrounds.
8. Skills in organizing, prioritizing, and multitasking.
9. Adherence to organizational policies and procedures.
10. Ability to give positive and constructive feedback.
11. Assessment skills for agents' professional, linguistic, technical, and diagnostic abilities.
12. Proficiency in Microsoft Office applications.
13. Knowledge of workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.
14. Experience in a metrics-driven environment with planning and execution responsibilities.
Additional details:
1. Availability to work onsite in Porto.
2. Working hours from 8 AM to 8 PM, Monday to Friday.
3. Starting date: May 19th.
Specific requirements:
1. Availability to travel.
2. Out-of-hours support.
Benefits:
* Competitive wages.
* Paid professional training.
* Employee discounts.
* Private healthcare & dental insurance (after six months).
* Growth opportunities through development programs.
* Engaging company initiatives, including wellness programs.
* Job stability.
* Skill and experience development.
* Excellent work culture.
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!
Job Segment: Operations Manager, QA, Quality Assurance, Call Center Manager, Customer Service
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