French + English Operations Manager - Lisbon, Portugal

　　Req ID#: 379719

　　PT

　　Job Description:

　　Come and work with us.

　　We are looking for a talented and accomplished Operations Manager to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.

　　As an Operation Manager in this project, your daily responsibilities will include:

　　Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues

　　Preparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews

　　Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI’s

　　Ability to support P&L analyzes and make decisions aligned with Client and Corporate business

　　To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed

　　Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development

　　Management of any Client escalations relating to the Operational team’s performance

　　Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution

　　Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed

　　Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives

　　Takes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilities

　　To succeed in the role, you will need to have:

　　Bachelor’s degree or directly related work experience

　　Native or proficient level of French (mandatory)

　　Proficient level of English (C1 and above)

　　Minimum of 2 years previous Call Center experience

　　Evidence of effective interpersonal, coaching, and leadership skills

　　Good organization/time management skills and problem-solving skills

　　Ability to work with a variety of people from diverse backgrounds

　　Ability to organize and prioritize, set priorities and multi-task

　　Ability to adhere to all organizational policies and procedures

　　Ability to provide feedback in a positive and supportive manner

　　Ability to assess agents’ professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutions

　　Able to effectively use Microsoft applications (i.e.: Word, Excel, PowerPoint, Project, Outlook, etc.)

　　Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.

　　Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results

　　Must hold EU citizenship or valid work permit for Portugal

　　Be a local candidate or willing to relocate to Lisbon, Portugal

　　Specific Requirements (when necessary):

　　Availability to travel

　　Out-of-hours support

　　Benefits.

　　Competitive wages

　　Paid professional training

　　Employee discounts

　　Private healthcare & dental insurance

　　Growth opportunities through various development programs

　　Fun and engaging company-wide initiatives, including our EverBetter wellness program

　　Job stability

　　Life-long skills and experience

　　Excellent work culture

　　Go further with Foundever™

　　We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

　　Apply today!

　　Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Business Process, Operations Manager, Customer Service, Management, Operations