Operations Manager - Lisbon, Portugal

• Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues
• Preparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews
• Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI's
• Ability to support P&L analyzes and make decisions aligned with Client and Corporate business
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development
• Management of any Client escalations relating to the Operational team's performance
• Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution
• Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed
• Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives
• Takes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilities

• Bachelor's degree or directly related work experience
• Native or proficient level of English (mandatory)
• Other European language will be a plus
• Minimum of 2 years previous Call Center experience
• Evidence of effective interpersonal, coaching, and leadership skills
• Good organization/time management skills and problem-solving skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to organize and prioritize, set priorities and multi-task
• Ability to adhere to all organizational policies and procedures
• Ability to provide feedback in a positive and supportive manner
• Ability to assess agents' professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutions
• Able to effectively use Microsoft applications (i.e.: Word, Excel, PowerPoint, Project, Outlook, etc.)
• Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.
• Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results
• Must hold EU citizenship or valid work permit for Portugal
• Be a local candidate or willing to relocate to Lisbon, Portugal

• Availability to travel
• Out-of-hours support

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

Foundever