Head of Operations

1 dia atrás

Lisboa, Portugal Webhelp Tempo inteiro

Why join us

Do you want to contribute to the growth of our company and make your valuable contribution by showing us your talent with your business skills? Then join our team You will grow with us in a global company that puts its people at the heart.

We are bringing a Head of Operations on board to support us maintaining our business quality standards and achieving high-level production performance.

Your mission at Webhelp

As Head of Operations in Webhelp you have a key role and responsibility to ensure competence and development of all staff, as well as building and developing processes to support the operation, training, and quality in delivering world class customer service. You will coach, lead and manage Operations Managers, Quality Operations Manager and Training Operations Manager. You need to be highly adaptable to change and have the ability to recognize what actions are required short and long term.

You must align your work to the assignment’s agreement and the set goals and key targets. Analyzing and evaluating results to reach improvements, are important elements in the role.

What you will be doing at Webhelp

As a Head of Operations, you will:

- Lead the Ops team, training and quality teams in the creation, communication and implementation of the operational strategy ensuring synergies wherever possible
- Creating and implementing site-based performance strategies ensuring resource and budget forecasts are met
- Set agreed targets and measure KPI’s
- Work with stakeholders to identify key priorities and opportunities to resolve customer operations process issues and to fully embed change
- Build and maintain relationships with key areas of the business and externally to ensure success.
- Assist in the development and maintenance of client relationships and business development between key business partners both within and external to the company.
- Understand trends in information and analyze to highlight drivers and issues, being able to recommend and implement practical and robust solutions
- Attend client meetings to promote and sell the benefits of Operations initiatives in place.
- Assist in the delivery of excellent service ensuring seamless transaction of client processes and procedures.

We’ll be a great match if you:

- Fluent in English (C1/C2)
- Well-structured and self-organized personality
- Be familiar with the relevant reporting and support systems, both internal and external
- Demonstrate patience when communicating and solving issues
- A minimum of 3-5 years manager working experience, preferably from contact center or similar business with good references.

You appreciate our values of recognition, integrity, unity, commitment, and you are eager to create the "wow" too. More than your background, it is your motivation and your personality that will make you part of our fun-loving community.
- Please note that non-EU residents must have a valid work permit for Portugal to be considered for employment._

What we offer
- Competitive wages (14 monthly payments per year)
- Meal allowance in voucher card (net)
- Performance bonus
- Private Health insurance with a dental plan
- Opportunities for career progression and possibilities for an international career through the Webhelp International Mobility Program
- Work onsite in our new and modern offices in Tagus-Park, Oeiras, Lisboa.

Who we are

Webhelp is a French multinational BPO company that is making business more human for the world’s most exciting brands. By choosing Webhelp, you will be part of a community of over 110,000 game-changers from more than 140 locations in 58 countries.

Join us at Webhelp Portugal and you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects for some of the most progressive B2C and B2B brands worldwide.

If this sounds like you, join us in Lisbon
- Webhelp Portugal is an equal opportunity employer._
- Webhelp considers diversity as a fundamental resource and it offers everyone access to employment opportunities, regardless of their gender, age, religion, ethnicity, or any other classification protected by applicable national laws._

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