Come and work with us. We are looking for a talented and accomplished Operations Manager to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals. As an Operation Manager in this project, your daily responsibilities will include: 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 To succeed in the role, you will need to have: Bachelor's degree or directly related work experience Native or proficient level of French (mandatory) Proficient level of English (C1 and above) 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 Specific Requirements (when necessary): Availability to travel Out-of-hours support Benefits. 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 Go further with Foundever We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.? Apply today!
