Program Manager for Technical Support Operation

**Location**
- Málaga, Spain**Language**
- English***

**Description**:
**Do you want to take your career to the next level?**

If you're a bold, strong-minded, eager to learn individual who won't take no for an answer, our Malaga office has an exciting opportunity for YOU

**Our company**:
At Webhelp, we make everyone matter. For you. For our brands. And for the hundreds of thousands of customers we look after. Webhelp is the European Market leader in the business solutions provider industry and is made up of hard-working inspired individuals that creates outstanding customer experiences for some of the world's most exciting brands. If you're up for it, you'll join a high-performing team that you can be proud of and create meaningful moments, moments that matter to customers and their clients.

**Your role**:
***

As a Program Manager you will be responsible for the performance and constant improvement of a multi-language, Omni-channel technical support program. Our client is a privately held corporation that specializes in audio/TV equipment and sells its products throughout the world.

You will be reporting to the Global Operations Manager.

**What you will do as Program Manager**:
***

As a part of your day-to-day job you will manage our Malaga (Benalmádena) operations through effective resource planning and successful implementation of contact center strategies.

**You will also**:
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- Set and meet performance targets for the Omni-channel services' efficiency and quality.
- Work closely with team leaders, support staff and client to gather information and insights, make critical decisions, and ensure alignment and continuous improvement.
- Coach, motivate and retain staff. Coordinate bonus, reward and incentive schemes.
- Carry out need's assessments, performance reviews and cost/benefit analyses.
- Forecast and analyze data against budget figures on a weekly and monthly basis.
- Meet call center financial objectives by estimating requirements, preparing an annual budget, and initiating corrective actions.
- Review the performance of staff, identify training needs and request training sessions.
- Forecast and analyze data against budget figures on a weekly and monthly basis.

**In this position you will work closely with**:
***
- The Program Director, in terms of strategic planning, financial alignment, and performance attainment.
- Team Leads which you will support in terms of performance management and implementation of new roles and processes.
- Supporting Roles such as Work Force Management, Real Time Analysts, Report Analysts and Quality Analysts, to make sure that all the team's requirements are fulfilled, and the focus remains on continuous improvement.
- Internal WEBHELP departments and other WEBHELP Program Managers for sharing of best practices.

**Webhelp will offer you**:

- Competitive salary plus good bonus
- Private medical insurance
- Lunch tickets
- Long-term contract (full-time, 39 hours/week) with rotative schedule 09:00 to 19:00, Mon to Fri.
- Internal Development Program
- Opportunity to join an international team
- Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in pro-portion to time worked)*

**Requirements**:
***

**We are looking for you that**:

- is fully proficient in business English
- can lead the development and implementation of objectives, plans and initiatives.
- can lead through influence, excellent at setting direction and delivering results.
- have strong analytical skills to drive impactful decisions.
- have a collaborative nature that enables you to drive change and motivation through engagement, and correct resource allocation.
- have outstanding communication skills (verbal and written) and highly resilient.
- is used to following company rules and procedures
- Spanish as a second language would be a plus
- Minimum 3 years' experience in contact center.
- Minimum 1-year experience as team manager, junior program manager, or higher role in a contact center.
- Experience in presenting or participating in business reviews.
- Knowledge of Six Sigma and/or COPC would be beneficial.
- Bachelor of Science degree is desired, and a Master's in business administration would be beneficial.
- The period of holiday entitlement is fixed by mutual agreement between the company and the employee.