Operations Leader

2 semanas atrás


Lisboa, Lisboa, Portugal Adecco Tempo inteiro

Operations Leader (Trust & Safety) - Oeiras Lisboa Call Center, Apoio Ao ClienteRef: You are responsible for and own the delivery of service and service metrics to the client as per the contractual agreement, while managing all aspects of the team's strategy, forecasting, and delivery of execution excellence regarding the assigned workflows and reporting directly to the Service Delivery Lead.

You will own the future growth of the established team. People management, motivation, engagement, and accountability are a key function of this role.

Main Responsibilities/Accountabilities:
Responsibility for maintaining and developing key client relationshipsResponsibility and ownership for the delivery of service and service metrics to the clientResponsible for supporting quality programsResponsible for embedding new processes and workflows into the teamDrive continuous improvement and value add initiativesResponsibility for meeting the obligations established within the contractResponsibility for assessing and implementing change, strategic directionsEnsure process documentation complete and robustCoaching, developing, and managing team membersOwnership of serious issue resolution and escalation managementAllocating resources and responsibilities across the team to deliver business results and develop team membersResponsibility for team members' formal evaluation processes including career development, salary review, and performance managementRequired Skills and Experience:Skills: 6+ years' experience managing teams in an outsourced/operations environment with multilingual teamsManagement: Management of large teams, Multi-party management (subcontractors, client, other vendors, etc.)

SLA's:
Demonstration of the ability to meet SLA's/metricsFinancial: Revenue/financial managementOrganizational: Strong organizational, multi-tasking, and time-management skillsNegotiation: Excellent negotiation, influence, mediation, and conflict management skillsAcumen: Excellent business acumenCreativity: Creativity – focused on service improvement opportunities

Change Management:
Change Management experienceEnvironment: Ability to work in a process-driven high-demand environment

Service Focus:
Service focused with the ability to meet targets on a continuing basisFlexibility: Ability to be flexible and work analytically in a problem-solving environmentCommunication: Excellent communication (written and oral) and interpersonal skillsSupervisory: Strong supervisory, coaching, and project management skillsActivities: Ability to manage multiple simultaneous activities across different business activitiesFocus: Delivery focus

Continuous Improvement:
Proven focus on Continuous improvement and adding value to clients

Content Management:
Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion, and sensitivity

English Level:

Excellent English Level Conditions:

  • 28k€ (x14 months)
  • Allowance (7,63€/day)
  • Health Insurance
  • Car & Telecommunications
  • Flexible Benefits Bonus (47,92€/month, meaning 575€/year for a complete worked year) to be used in employee benefits such as public transportation pass, office and electronic equipment, acquire the health insurance premium version
  • Amoreiras #J-18808-Ljbffr

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