Operations Manager | BPO & Shared Services
Elevus - People & Business Results
Lisboa, Portugal
há 1 dia
source : SAPO

Detalhe da Função

Our client is an Integrated Services Group at the Heart of the Client Experience. They combine customer care capabilities with digital, training and technology expertise to help build brand loyalty and improve customer satisfaction.

They partner with their clients to control the industry’s digital transformation and ensure an innovative, end-to-end solution to managing and enhancing the customer experience.

We are looking for a motivated, accountable and enthusiastic individual to undertake the Operations Manager role, ensuring the successful performance of the projects and organization.

The right candidate is keen on a challenge, has previous experience with technical projects - contact center environment -

and previous experience leading a team.

Primary Responsibilities :

  • Line Manager responsibility for Team Managers;
  • Ensure goals are consistently achieved and appropriate actions are taken to address any shortfalls;
  • Direct involvement in recruitment and selection, induction and ongoing skills develpment to all direct reports, including managing performance review and feedback, ensuring the attraction and retention of the best talent;
  • Management of any campaign migration or new business implementation;
  • Management of client relationship at an operational level in terms of coordinating information and data requests and the delivery of these within agreed timescales and quality standards;
  • Ensure call monitoring is undertaken and reported monthly, and that actions are taken to address shortfalls;
  • Ensure client satisfaction - satisfation and complaints tracking, satisfaction survey application, preparing, analyzing and presenting peformance data to clients;
  • Ensure accuracy and integrity of financial reporting and analysis;
  • The right candidate has :

  • Previous experience in customer support environment - technical project background*
  • Previous experience managing / leading a team (supervisor background) - evidence of effective interpersonal, coaching and leadership skills - people oriented;
  • Excellent communication skills - telephone, keyboard, verbal and written;
  • Ability to prioritize, organize, multitask and perform duties with minimum supervision - effective time management skills and proactivitity.
  • Advanced level of English;
  • The offer :

  • The chance to work on rewarding, dynamic and multicultural environment;
  • Very competitive salary, bonuses and benefits package;
  • Employment contract directly with our client;
  • Training and internal career progression plan;
  • Excellent facilities centrally located near a wide range of public transports;
  • If you feel you have the right skills and experience to be the successful candidade and would like to hear more about the offer, apply below.

    We look forward to hearing from you!

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