Operations Manager

hace 2 meses


Barcelona, Barcelona, España CPM International A tiempo completo
Job Description

Job Title: Operations Manager - Customer Experience Specialist

Company: CPM International

Location: Barcelona, Spain

Job Type: Full-time

Salary: €32,000 per year

Benefits:

  • Hybrid work model: 50% office / work from home
  • Training: 2 weeks initial training and then on the job training
  • Employee Assistance Program - Free, confidential, and impartial guidance and support
  • Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organization
  • New Balance online discounts 30% off
  • Option to sign-up for Discounted Private Health Insurance
  • Referral Program - Bring a friend and get a referral bonus
  • Access to LinkedIn specialized training & courses

Job Summary:

CPM International is seeking an experienced Operations Manager to oversee the operations of various client campaigns, ensuring the delivery of high-quality services and driving customer satisfaction. The ideal candidate will have prior experience as an Operations Manager or similar role in a customer service or contact centre environment, with strong leadership and people management skills, excellent communication and interpersonal skills, and a solid understanding of operational strategies, performance metrics, and process improvement methodologies.

Key Responsibilities:

  • Ensure that productivity, service levels, and quality outcomes are consistently delivered to client's expectations whilst maintaining a positive culture and high levels of team spirit.
  • Lead, coach, develop, monitor, and build the team.
  • Propose improvements/changes in current processes to enhance team efficiency.
  • Manage resources to reach objectives in an effective and efficient manner.
  • Manage the relationship with the client and all stakeholders.
  • Provide project updates on a consistent basis to various stakeholders about strategy, adjustment, and progress.
  • Coach, mentor, and develop your team to deliver exceptional customer service, achieve targets, produce quality calls, and 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.
  • 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.

What We Offer:

  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package
  • A hybrid work model that balances work and personal life
  • Access to ongoing training and development opportunities

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