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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:- 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 foster positive employer-employee-client relationships and promote 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 our weekly, monthly, quarterly, and annual business reviews.
- Interdepartmental Collaboration: Be the main point of contact for interlocution with different departments regarding operational needs (Admin personnel, IT, HR, Quality, WFM, etc).
- 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.
We are looking for a candidate with 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. The ideal candidate will 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.
