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Operations Manager

hace 2 meses

Barcelona, Barcelona, España David Kennedy Recruitment A tiempo completo

Job Summary:

David Kennedy Recruitment is seeking a highly skilled Operations Manager to join their team in a leading BPO/outsourcing company in Barcelona. As an Operations Manager, you will be responsible for ensuring consistent delivery of productivity, service levels, and quality outcomes that meet client expectations while fostering a positive culture and high team morale.

Key Responsibilities:

  • Lead, coach, and develop the team while monitoring their progress and building their skills.
  • Suggest and implement process improvements to boost team efficiency.
  • Effectively manage resources to achieve objectives in a timely and efficient manner.
  • Oversee client and stakeholder relationships to ensure satisfaction and alignment.
  • Provide regular updates to stakeholders on strategy, adjustments, and progress.
  • Mentor and guide your team to excel in customer service, meet targets, produce high-quality work, and achieve agreed productivity and service levels.
  • Prioritize the development of team members through performance reviews, monthly check-ins, and personal development plans.
  • Take a proactive approach to leadership.
  • Create and maintain an engaging, dynamic, and motivating work environment.
  • Prepare and present regular reports on campaign performance, KPIs, and operational successes.

Requirements:

  • Fluency in English is essential, and proficiency in another European language is highly desirable.
  • Prior experience as an Operations Manager or in a similar role within a customer service or contact centre environment.
  • Strong leadership and people management skills with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills with the ability to collaborate effectively with clients and internal stakeholders.
  • Solid understanding of operational strategies, performance metrics, and process improvement methodologies.
  • Proven track record in achieving operational targets and driving customer satisfaction.
  • Strong analytical and problem-solving abilities.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Proficient in using MS Office applications and other relevant software.

Benefits:

  • Excellent remuneration package based on experience.
  • Monthly performance bonus upon completing probation period.
  • A dynamic and creative team with a positive and friendly atmosphere.