Operations Manager
hace 1 semana
Job Summary
Cpm International is seeking an experienced Operations Manager to oversee the delivery of high-quality services and drive customer satisfaction. As a key member of our team, you will be responsible for leading a team, working closely with stakeholders, and optimizing processes to meet performance targets.
Key Responsibilities
- Oversee the operations of various client campaigns, ensuring the delivery of high-quality services and driving customer satisfaction.
- Lead a team and work closely with different stakeholders to optimize processes, meet performance targets, and maintain strong client relationships.
- Ensure that productivity, service levels, and quality outcomes are consistently delivered to client expectations while maintaining a positive culture and high levels of team spirit.
- Propose improvements and changes in current processes to enhance team efficiency and manage resources to reach objectives in an effective and efficient manner.
- Manage the relationship with the client and all stakeholders, providing project updates on a consistent basis about strategy, adjustment, and progress.
- Coach, mentor, and develop your team to deliver exceptional customer service, achieve targets, produce quality calls, meet/exceed agreed productivity and service levels.
- Ensure that the development of team members is paramount, through the appropriate use of performance reviews, monthly check-ins, and PDPs.
- Proactive approach required to create an engaged, dynamic, and motivational atmosphere.
- Prepare regular reports and presentations on campaign performance, KPIs, and operational achievements.
- Stay updated with industry trends, best practices, and emerging technologies to drive innovation and continuous improvement.
Requirements
- Fluency in English is essential, proficiency in another European language is highly desirable.
- Prior experience as an Operations Manager or similar role in 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
- Permanent contract with a 2-month probation period.
- Full-time position with 39 hours/week.
- Monday to Friday working hours from 11:00 am to 8:00 pm.
- Salary: 32,000€ gross per year.
- Bonus: 450€ gross per month after probation period.
- Holidays: 24 per calendar year, plus paid bank holidays and an extra day in lieu.
- Hybrid work model with 50% office and work-from-home time.
- Training: 2 weeks initial training and on-the-job training.
- Office location: Barcelona (La Sagrera).
- Other benefits: best-in-class people engagement activities and programs, ongoing training and development, and an opportunity for career growth in a high-growth environment.
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