Site Manager
Michael Page Portugal
Lisboa
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.

Description

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.

    Profile

    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.

    Reportar esta oferta de trabalho
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Candidatar
    Meu email
    Ao clicar em "Continuar", autorizo a neuvoo a processar os meus dados e a enviar-me alertas de e-mail, conforme detalhado na Política de Privacidade da neuvoo . Posso retirar o meu consentimento ou cancelar a subscrição a qualquer momento.
    Continuar
    Formulário de candidatura