Contact Center Operations Manager
hace 5 días
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:- Assist with Business Planning: Collaborate with the Contact Center Manager to develop and implement business plans that ensure operational efficiency and delivery of superior customer experience.
- Develop Operational Practices: Assist in the development and implementation of operational practices that promote positive employer-employee-client relationships and high levels of employee morale.
- Compliance and Reporting: Assist with 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 team members to maintain focus and motivation on customer service standards and targets.
- 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 Analysis: Report metrics to the Contact Center Manager and the client, offering recommendations whenever possible, in a proactive and positive fashion during business reviews.
- Interdepartmental Collaboration: Be the main point of contact for interlocution with different departments regarding operational needs.
- Brand Ambassador: 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.
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Contact Center Operations Manager
hace 6 días
Barcelona, Barcelona, España Teleperformance Spain A tiempo completoAbout the Role: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:Assist the Contact Center Manager with day-to-day contact center operations and business...
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Contact Center Operations Manager
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Barcelona, Barcelona, España Teleperformance Spain A tiempo completoAbout Teleperformance SpainTeleperformance 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 SummaryWe are seeking an experienced Operations Manager to join our team in...
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Contact Center Operations Manager
hace 4 días
Barcelona, Barcelona, España Teleperformance Spain A tiempo completoAbout Teleperformance SpainTeleperformance 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 SummaryWe are seeking an experienced Operations Manager to join our team in...
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