Contact Center Manager for Social Media Project (m/f)
Teleperformance Portugal
Lisboa, Distrito de Lisboa, Portugal
há 15 horas
source : JobLeads

Are you passionate about both social media and customer service? Do you have experience leading big multilingual operations?

Then you can be the new CCM we’re looking for!

As a Contact Center Manager,you will partner with our corporate client to make all the strategic decisions regarding the contact center operation.

You will work with your Assistant Contact Center Manager to achieve the results and will be responsible for planning the necessary actions recruitment, training, IT development, logistic conditions coordinating the successful implementation with our internal departments.

You will be focused on SLAs, KPIs, profitability, customer satisfaction and on adding value to your Account.

Responsibility

  • Managing the contact center operation, being responsible for strategic decision-making;
  • Defining and implementing action plans to achieve the expected results, working as a focal point between the client and Teleperformance’s internal departments;
  • Driving the P&L;
  • Driving the operational results (SLAs and KPIs);
  • Driving the team (Assistant Contact Center Manager, First Line Managers and Customer Service Representatives) to deliver a service of excellence.
  • Your Profile

  • Experience managing big operations and teams at different levels in the contact center industry;
  • Experience managing KPIs, budget, margin and P&L;
  • Experience managing client-company relationships;
  • Leadership, management, analytical and decision making skills;
  • Customer and achievement orientation.
  • Our Offer

  • Excellent work opportunity in a dynamic leading multinational company;
  • Possibility of cooperation with leaders in various industries;
  • Investment in training and personal development;
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • Health Insurance;
  • Possibility to live in one of our apartments;
  • Annually complementary return flight to your home country (within Europe);
  • Free Portuguese language courses, sport activities and organized events;
  • Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.
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