Director of Site Operations
Arrivia
Lisboa, Portugal
há 3 dias

The Director of Site Operations will provide high-level leadership for the Albufeira Call Center and help promote arrivia as a Best Place to Work in the Algarve Market.

This position will play a key role building a high-performance organization servicing the US and Europe markets by developing productive relationships with employees, partners, suppliers, vendors and local agencies.

The Director of Site Operations oversees the day to day operations of the Albufeira call center. This role is designed to complement our Global Management team in providing all of the necessary support to our sales, service and back office operations in the Albufeira Call center.

Responsibilities :

  • Provide high-level leadership for the Albufeira office and mentor / develop new, less experienced members of the leadership team to position the company for controlled rapid growth
  • Oversee and perform the full range of HR generalist responsibilities in support of corporate objectives
  • Partner with management team in aligning staff, policy and procedures to meet business objectives
  • Handle employee relations activities to ensure consistency and equitable treatment of employees
  • Advise management on employee relations issues such as coaching and counseling, discipline, separations
  • Develop and execute on recruiting and hiring plans to meet all departmental staffing objectives
  • Manage the onboarding process including offer letters, new hire paperwork and new hire orientation
  • Collaborate with the corporate IT department to ensure all equipment and equipment maintenance needs are met as well as PCI or other security requirements
  • Strictly manage and contain all facility related costs and expenses in accordance with budgets and company guidelines
  • Providing strategic advice to the Senior Leadership so that they will have accurate view of the commercial market, labor market and regulatory environment
  • Maintain employee engagement for the overall office through rewards and recognition programs, obtaining employee benefits and coordinating a committee that helps provide feedback and recommendations.
  • Maintain an ongoing list of objectives and priorities that is updated weekly and shared with Senior Leadership
  • Requirements :

  • 7+ years of experience in a high-level call center leadership position
  • Prior experience managing and communicating within a multinational corporation
  • Self-motivated and able to learn quickly
  • Ability to work in a fast paced, quickly changing environment.
  • Demonstrated experience handling escalated customer service issues and to provide resolution by negotiation
  • Travel industry experience preferred
  • Outstanding leadership abilities to high engagement and performance
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