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hace 2 meses
We are seeking an experienced Operations Manager to join our team at Teleperformance Spain. As an Operations Manager, you will play a key role in the development, implementation, and improvement of our contact center operations.
Key Responsibilities:- Operational Efficiency: Assist the Contact Center Manager with day-to-day contact center operations and business planning to ensure the staff's operational efficiency and delivery of superior customer experience.
- Operational Practices: Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
- Compliance and Reporting: Assist the Contact Center Manager with the compliance and reporting for all call center operations, including call volume forecasting and staffing, client service commitments, budgeting and P&L, service metrics, payroll, etc.
- Team Management: Be responsible for the recruitment, management, coaching, and development of the team to ensure quality and productivity targets are met.
- Employee Engagement: Conduct regular 1:1 meetings with your team to maintain focus and motivation on Customer Service standards and targets.
- Employee Feedback: Organize employee focus groups for feedback for future employee development programs.
- Change Management: Manage change effectively – knowing how to handle periods of change and lead the team through such periods, displaying motivating and encouraging behaviors.
- Reporting and Recommendations: Report metrics to the Contact Center Manager and the client, offering recommendations whenever possible, in a proactive and positive fashion during our weekly, monthly, quarterly and annual business reviews.
- Interdepartmental Collaboration: Be the main point of contact for interlocution with the different departments regarding the operational needs of the Service (Admin personnel, IT, HR, Quality, WFM, etc).
- Professional Conduct: Be an ambassador for Teleperformance at all times, promoting the highest standards of ethical and professional conduct and acting as a role model to other team members.
You have a minimum of 2 years' experience in the contact center environment, involving people management of up to 90 people, client management, and operational delivery. Experience in Fintech projects is a plus. You own and drive efficiencies in performance metrics and cost to serve. Leading the evolution of those metrics to meet emerging needs as our business scales.
