Site Manager
Michael Page Portugal
há 3 dias
source : Expresso Emprego

Descriçăo da oferta

Our client is a multinational company operating in Portugal and across Europe. Currently they are looking for a Site Manager / Head of Operations in Lisbon.


The main responsibilities will be :

  • Responsibility of the company in Portugal, including supervising and overseeing the 180 - 200 employees, mainly providing customer service support for Switzerland;
  • Manage the day to day performance and coordinate all activities of the contact center operations to deliver best quality service, meeting all KPIs;
  • Lead, inspire and motivate the contact centre management team to make the company a great place to work;
  • Responsible for full legal and regulatory compliance in Portugal including health, safety, and other statutory regulations;
  • Ensure best in class operations and benchmark Swiss teams;
  • Responsible for the planning and utilisation of resource, service specifications and unit objectives;
  • Create and develop a sustainable recruitment strategy and ensure talent retention to enable the site to achieve its mission and objectives;
  • Supervise 8-10 direct reports (Operation Manager, HR department, Training, IT), strategically lead and develop managers to enhance performance by setting clear accountable performance measures;
  • Provide the company and employees with a clear vision for future achievements according to the company's values;
  • Work effectively with all peers (CS / CSFL Management at headquarter) to influence customer improvements;
  • Oversee the performance of the site, by driving quality and consistency, improving NPS (Net Promoter Score) and other customer service metrics;
  • Establish and maintain relationship with local service providers, local authorities, and other key contacts to secure the most effective contract terms.


    The ideal candidate will have :

  • Higher Education in relevant areas;
  • Proven experience in the same or similar roles;
  • A proven track record of successfully establishing and managing a contact center;
  • Fluency in English and Portuguese;
  • Other European languages will be considered a plus (French, Italian or German);
  • Extensive experience in the telecommunication sector, in leadership and in the management of resources;
  • Ability to build and develop effective and high-performing teams;
  • High level of business awareness;
  • Profound knowledge of performance evaluation and customer service metrics;
  • Proven experience at driving continual improvement activities within an organisation;
  • Excellent leadership, communication and organisational skills;
  • Excellent analytic and problem-solving skills.

    Job Offer

    Opportunity to join a multinational company and help develop the existing project in Lisbon.

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