Senior Operations Performance Manager

Há 7 dias

Lisboa, Portugal Webhelp Tempo inteiro

**Customer Service/Support**

**Location**
- Lisbon, Portugal***

Job Title:
Senior Operations Performance Manager

**Job Description**:
The Performance Manager is responsible and accountable for the Clients objectives and needs of several markets that can fall under different Regions.
** Please note that this will ideally be a hybrid working role and will require travel across regions.**

**Staff Management (15 %)**
- Monitor and report team performance (correct call treatment, case treatment.)
- Give Operational Leaders feedback on their individual and team performance to improve and motivate their daily work
- Keep track of each Operational Leads training and training needs to improve technical and team communication’s skills
- Motivate, controlling turnover and retaining potential and motivated team members
- Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes, client updates (1:1´s, Org Meetings, Performance Meetings)
- Request management WFM /HR Department / quality team for assistance in any of the tasks.
- Propose changes in bonuses / reporting to management
- Manage all disciplinary issues effectively
- Manage Ramp Downs based on stack ranking
- Coordinate with WFM to manage transfers between LoBs

**Client Contact (25 %)**
- Weekly, monthly, quarterly and annual performance and quality review meetings

**Organization (40 %)**
- Develop strategies for improvement of results upon need
- Distribute and balance the workload over the Operational Leaders
- Distribute tasks between Operational Leaders managing the work calendar
- Make sure processes and procedures are up to date.
- Offer support in critical problems (case escalations, emergencies, client complaints).
- Perform other tasks/duties as assigned by management depending on service needs
- Propose Workshops topics to L&D department in order to drive performances based on the needs

**Reporting (20 %)**
- Collect metrics, analyse these and report to client / management / quality team.
- Provide other reports to client, as needed.
- Review of the data with Quality & Training department and support preparing actions accordingly

**Essential Skills**
- Good Communication Skills
- Flexibility / Adaptability (task and shifts)
- Know-How Client’s procedures
- Proficient in English at C1 level and one other language would be ideal at B1 or above (German, Dutch, Spanish, Portuguese)
- High Level of Excel with strong analytical and reporting skills.
- Ability to present strong meaningful data
- Resolution / Proactivity
- Leadership skills - an ability to motivate; coach, inspire and lead by example
- Empathetic approach
- Proven experience of delivering improvement and change
- Ability to build relationship at all levels in a multi cultural environment
- Highly influential
- Highly organized with a strong/resilient approach
- Ability to prioritise and delegate where appropriate
- Previous experience in multi-regional accounts is a plus

**Critical success factors**
- Responsible for team performance.
- Responsible for reaching SLA’s & KPI’s of the project
- Time management skills

**Location**:
PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements:
Time Type:
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