Operations Manager - Call Center

Operations Manager – Call Center

Lisbon, Portugal

Up to €45,000 per year + benefits

Our client based in Lisbon is looking for a senior manager, with, at least, 6-8 years of manager experience in Costumer service, in a Multilanguage environment;

Responsibilities

• Sound delivery management

• Planning, monitoring & reporting, resource management, quality & risk management, problem & change management

• Effective communication management by ensuring timely and appropriate generation, collection, dissemination, storage and ultimate disposition of information

• Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development

• Provides motivation and direction to his/her team by delegating responsibilities appropriately and empowering team members to deliver results

• Provide leadership, change management and implementation of organization wide practices, policies and procedures

• Client and stakeholder management – ensuring that the organization meets the contractual obligations and exceed the desired quality of work; addressing clients’ critical business issues and providing valuable solutions

• Process improvement – reviews and evaluates existing processes and works with his/her team to create and implement improvements using Six-Sigma, DMAIC, LEAN etc. methodologies, and RPA/Automation; Business Transformation

• Financial Management – helps the Associate Delivery Lead/Head in managing P&L and attrition

• Adept in making compromises and sound judgment calls with different groups in order to meet or exceed stakeholder/client’s needs and expectations

• Implements all necessary components for people, process, technology and knowledge

• Manage risks by identifying, analyzing and responding to project risks that will decrease or eliminate the chance of risk occurrence and minimizing operational impact

• Other tasks as assigned by the immediate reporting manager as needed by the business

Requirements

• Candidate must possess at least a Bachelor's/College Degree in any field

• At least 7-8 years of working experience in the related field with at least 2 years in the same capacity is required for this position

• Has managed a IT client/program

• Proven track record of meeting and exceeding operational and client targets/metrics

• Strong client facing abilities including the ability to handle scope issues

• Knowledge of multiple European languages in a plus

• Ability to work with senior management and work within the political structure of his/her own organization and the clients

• Ability to communicate effectively in writing, verbally, and through presentations

• Possess strong people skills

• Strong planning abilities (both strategic & tactical)

• Has an understanding of the technology/RPA used in the BPO industry

• Good Business Acumen