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.
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
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