Operations Director

hace 4 semanas

Barcelona, Barcelona, España Cpm A tiempo completo

Job Title: Operations Director

We are seeking an experienced Operations Director to oversee the operations of various client campaigns, ensuring the delivery of high-quality services and driving customer satisfaction.

Key Responsibilities:

  • 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's expectations while maintaining a positive culture and high levels of team spirit.
  • Propose improvements and 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, 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.

Benefits:

  • Start date: September.
  • Contract: Permanent - (2-month probation period).
  • Full-time: (39 hours/week).
  • Working days/Hours: Monday to Friday - 11:00 am - 8:00 pm.
  • Salary: 32,000€ gross per year.
  • Bonus: 450€ gross per month after probation period.
  • Holidays: 24 per calendar year.
  • Paid bank holidays + 1 extra day in lieu.
  • Hybrid work model: 50% office/work from home.
  • Training: 2 weeks initial training and then on-the-job training.
  • Office location: Barcelona (La Sagrera).

About Us:

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets.

We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation.

We are committed to providing equal opportunities and ensuring everyone feels included from the start of their journey within CPM.

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