Spanish Operations Manager - Porto, Portugal

Porto,
Portugal

Mandatory
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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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