Contact Center Operations Manager
hace 5 días
About Teleperformance Spain
Teleperformance Spain is a leading provider of customer experience solutions, connecting top brands with their customers through various channels. We are committed to delivering exceptional customer experiences that drive business growth and loyalty.
Job Summary
We are seeking an experienced Operations Manager to join our team in Spain. As an Operations Manager, you will play a critical role in the development, implementation, and improvement of our contact center operations. Your primary responsibility will be to assist the Contact Center Manager in ensuring the efficient delivery of customer service, exceeding client expectations, and driving business growth.
Key Responsibilities
- Assist the Contact Center Manager in developing and implementing operational strategies that drive customer satisfaction and business growth.
- Collaborate with the team to identify areas for improvement and implement process changes that enhance efficiency and productivity.
- Develop and maintain relationships with clients to ensure their needs are met and exceeded.
- Manage and develop a team of customer service representatives to ensure they have the skills and knowledge required to deliver exceptional customer experiences.
- Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement.
- Develop and implement training programs to enhance the skills and knowledge of customer service representatives.
- Collaborate with other departments to ensure seamless communication and coordination.
Requirements
- Minimum 2 years of experience in a contact center environment, with a proven track record of success in people management, client management, and operational delivery.
- Experience in Fintech projects is highly desirable.
- Strong leadership and management skills, with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues.
- Ability to analyze data and identify trends, with a focus on driving business growth and improvement.
What We Offer
As an Operations Manager at Teleperformance Spain, you will have the opportunity to work with a dynamic and growing company that is committed to delivering exceptional customer experiences. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
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