Delivery Operations Senior Analyst
Há 1 mês
We are recruiting a Delivery Operations Senior Analyst (Operations) for one of our clients in Lisbon.
You are responsible for and own the delivery of service and service metrics to the client as per 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 relationships
Responsibility and ownership for the delivery of service and service metrics to the client
Responsible for supporting quality programs
Responsible for embedding new processes and workflows into the team
Drive continuous improvement and value add initiatives
Responsibility for meeting the obligations established within the contract
Allocating resources and responsibilities across the team to deliver business results and develop team members
Responsibility for team members' formal evaluation processes including career development, salary review and performance management
Who we are looking for:
Experience in Trust and Safety
Multi-party management: subcontractors, client, other vendors, etc.
Demonstration of ability to meet SLA's / metrics
Revenue / financial management
Strong organizational, multi-tasking, and time-management skills
Excellent negotiation, influence, mediation, and conflict management skills
Ability to work in a process-driven, high-demand environment
Service-focused with ability to meet targets on a continuing basis
Proven focus on continuous improvement and adding value to clients
Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion, and sensitivity.
What we offer:
Direct contract with the client
Growth opportunities
Health insurance
Flexible Benefits
Bonus
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