Operational Excellence Leader for Customer Service

Há 7 dias

Porto, Porto, Portugal Recruitment Direct Tempo inteiro

We are seeking an experienced Operations Manager to lead our customer service team in a dynamic and fast-paced environment. The successful candidate will be responsible for overseeing day-to-day operations, managing staff, streamlining processes, and implementing strategies for operational improvement.

About the Role

This is an excellent opportunity for a seasoned operations professional with a passion for customer service and operational excellence. As an Operational Excellence Leader, you will be responsible for developing and implementing operational strategies to optimize performance, monitoring and maintaining key performance indicators (KPIs), and building and maintaining strong relationships with stakeholders.

Key Responsibilities
  • Oversee daily operations of customer service team, ensuring seamless delivery of services to customers.
  • Manage and lead team for voice and non-voice customer service, fostering a culture of excellence and accountability.
  • Develop and implement operational strategies to optimize performance, leveraging data-driven insights to inform decision-making.
  • Monitor and maintain key performance indicators (KPIs) to ensure alignment with business objectives.
  • Build and maintain strong relationships with stakeholders, including senior management, team members, and external partners.
  • Implement process improvements and ensure adherence to company standards, driving efficiency and effectiveness.
  • Collaborate with cross-functional teams to achieve shared goals and objectives.
  • Manage scheduling, including rotational 24/7 shifts, to ensure adequate coverage and minimize downtime.
Qualifications and Skills
  • 10-12 years of experience in BPO customer processes, with a proven track record of success in operations management.
  • Bachelor's degree or equivalent, preferably in a field related to business administration or operations management.
  • Multi-Geo operational experience preferred, with a deep understanding of global markets and cultures.
  • Strong team management and leadership experience, with a focus on developing high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders.
  • Proven experience in managing stakeholder expectations, with a focus on delivering results-oriented solutions.
  • Understanding of cryptocurrency preferred, but not required.
  • Comfortable working in a rotational 24/7 shift environment, with a flexible mindset and adaptable approach.
Requirements
  • Strong leadership, analytical, and problem-solving skills, with a focus on driving results-oriented solutions.
  • Ability to manage large teams and deliver results, with a proven track record of success in operations management.
  • Proficiency in Swedish and English, with excellent communication and interpersonal skills.
What We Offer

We offer a competitive salary range of $80,000 - $120,000 per annum, depending on experience and qualifications. In addition to a attractive salary package, we also offer:

  • A comprehensive benefits program, including health insurance, retirement plan, and paid time off.
  • Ongoing training and development opportunities, to support your growth and career advancement.
  • A dynamic and supportive work environment, with a focus on collaboration and teamwork.

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