Operations Manager
2 semanas atrás
Buwelo, an American BPO company with offices in the Philippines, US, DR, Colombia and Portugal. We are looking for an experienced OM that can help us build our operations, implement best practices, and provide amazing performance for our clients.
**Responsibilities**:
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
- Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
**Requirements**:
- 5 years experience min in the BPO industry
- 3 years experience as a Senior TL or OM
- 3 years experience min in Portugal
- Experience with work from home environment
- Passionate, proactive, hard worker, problem solver
- English bilingual + another language (is a plus)
- University degree in business is a +
- Great communication skills, commitment, and energy
- Passionate and hardworking
- Looking for a long term career
- Currently living anywhere in Portugal
**What we offer**:
- Competitive salary and stability
- Full Remote job
- International career in a multicultural environment
- Meal allowance
- Performance bonus
- Work contract for an indefinite period
- Holiday and Christmas bonuses
- Free Portuguese and French language courses
- Work accident insurance
- Continuous learning/development courses
- Monday to Friday shift
- Work From Home -- equipment provided
- Teamwork activities and much more
We are really looking forward to hearing from you
Regards
The recruiting team
**Tipo de oferta**: Período Integral, Integral/Full-time
**Benefícios**:
- Cartão/Ticket refeição
- Seguro saúde
- Subsídio de transporte
Horário de trabalho:
- Período diário
- Turno de 8 horas
Tipos de pagamento complementares:
- Adicional nocturno
- Bónus de performance
- Décimo terceiro salário
- Hora extra
- Subsídio de Natal
Pergunta(s) de seleção:
- 1) Do you speak English fluently?
- 2) Would you tell us your salary expectation range (gross salary per month)?
- 3) When are you available to start?
Data de início prevista: 24-04-2023
- Health insurance
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