German Operations Manager (ACM) (m/f) – Lisbon

Teleperformance Ver Empresa

Não especificado
12º Ano

What will your position be?

The Operations Manager is a senior role which involves overseeing the provision of services, taking immediate decisions on the contact center operation floor in order to drive the KPI´s. The position also contributes to the development and implementation of organizational strategies, policies and practices.

The Operations Manager coordinates a group of Team Leaders, being responsible for their motivation, training and development. It’s an operations manager’s job to make sure the organization is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients. By managing day-to-day activities, analyzing statistics and reading and writing reports, operations managers play a vital role in any company.

He/she reports to the Contact Center Manager and interacts with the corporate client to report the team’s results.

Main Responsibilities:

Manage a team of Supervisors (Team Leaders), monitor their performance, work on their development and provide them with training and support;

Analyze and report main results and KPIs to the Contact Center Manager and to the client;

Identify potential risks and opportunities of improvement;

  • Ensure the correct implementation of the standard processes and procedures.

Who are we looking for?

  • Native/near Native German speakers (C2 level);
  • Fluency in English or Portuguese (minimum C1);
  • Experience managing Contact Center teams (mandatory);
  • Dynamic; Organized; Responsable;
  • Leadership skills, ability to motivate and inspire a team;
  • Ability to make decisions under high levels of stress.

Our offer:

  • Excellent work opportunity in a leading multinational;
  • Stable work and career progression;
  • Free organized sport activities and events.

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