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388 job offers found
operations-management
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DESCRIPTION
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 Spanish (at least C1) both verbal and written
- Strong English verbal and written communication skills (mandatory)
- 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™
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!
SKILLS
English
Customer Service
Operations Management
Spanish
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