Senior Operations Manager

Há 2 dias


Braga, Braga, Portugal Phiture Tempo inteiro

Job Title: Senior Operations Manager - Call Center Lead

Location: PRT Braga, Centro Empresarial de Braga Rua Prof. Henrique Bastos Lote A4 e A5 Ferreiro

Company Overview

Phiture is a leading provider of customer experience solutions.

Salary

We offer an estimated salary range of €43,000 to €53,000 per year, depending on experience.

Job Description

The Senior Operations Manager - Call Center Lead will be responsible for the day-to-day supervision of a group of call center associates. This includes work and attendance monitoring in accordance with organization policy and applicable legal requirements.

This role ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
  • Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.

The ideal candidate will have:

  • An Associate's degree in a related field with two to four years of relevant experience preferred.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Strong communication skills, both written and verbal.
  • Danish Fluent (C1) and English B2.
Benefits

We offer a competitive benefits package, including health insurance, retirement savings plan, and paid time off.

Please note that all information provided is subject to change and may not be comprehensive or up-to-date.



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