Program Manager - Technical Support
This position is responsible for the performance and constant improvement of a multi-language, Omni-channel technical support program.
The program also contains elements of sales, aftersales, back office and social media. The client is an American privately held corporation that specializes in audio equipment and sells its products throughout the world.
·Manage the daily running of the Barcelona operations by effective resource planning and implementing successful contact center strategies.
·Set and meet performance targets for Omni-channel service, efficiency and quality.
·Liaise with team leaders, support staff and client to gather information and insights, make critical decisions, and ensure alignment and continuous improvement.
·Carry out needs assessments, performance reviews and cost/benefit analyses.
·Forecast and analyze data against budget figures on a weekly and monthly basis.
·Meet call center financial objectives by estimating requirements, preparing an annual budget, and initiating corrective actions.
·Review the performance of staff, identify training needs and request training sessions.
·Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes.
Key working relationships
·Maintain a close working relationship with the Onsite Manager in terms of operational needs and improvement suggestions.
·Maintain a close working relationship with the Program Director in terms of strategic planning, financial alignment, and performance attainment.
·Support and guide the Team Leads in terms of performance management and implementation of new roles / processes.
·Collaborate with the Supporting Roles (WFM, RTA, Report Anlyst, and Quality Analyst) to ensure that all the team's requirements are fulfilled and the focus remains on continuous improvement.
·Work with internal SELLBYTEL departments to optimize their support.
·Work with other SELLBYTEL Program Managers for sharing of best practices.
.High level of English
·Ability to lead the development and implementation of objectives, plans and initiatives.
·Highly adept to lead through influence, setting direction and delivering results.
·Strong analytical skills to drive impactful decisions.
·Collaborative nature to drive change and motivation through engagement.
·Good knowledge of resource allocation.
·Strong communication skills, verbal and written.
·A second language of Spanish is beneficial.
·Minimum 3 years' experience in contact center.
·Minimum 1 year experience as team manager, junior program manager, or higher role in a contact center.
·Experience in presenting or participating in business reviews.
·Knowledge of Six Sigma and/or COPC would be beneficial.
·Bachelor of Science degree.
·Master in Business Administration would be beneficial.
-Full-time time and long-term contract
Salary: 27.000 - 32.000Euros gross/year depending on skills and experience.
.Lunch card of 1.540Euros per year
-Internal Devlopment Program
-Relocation Package if you're living abroad