Senior Operations Manager

Há 1 mês


Lisboa, Lisboa, Portugal Minacs Tempo inteiro

Job Title: Senior Operations Manager

About the Role
The Senior Operations Manager, Operations is responsible for overseeing the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing coaching, motivation and accountability.

Key Responsibilities
Responsible for the daily supervision of a group of call center associates including work and attendance monitoring in accordance with organizational 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.
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
Stay current on internal work processes, policies and procedures. Attend required manager development training.
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Requirements
Significant experience managing a team.
Fluent in German and Professional in English (B2).
Strong communication skills, both written and verbal.
Highly motivated individual with skills to develop, mentor, coach and provide direction to team members to achieve performance expectations.
Work well under pressure and follow through on items to completion.
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
Willingness to work a flexible schedule.

Career Level Description
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Benefits and Salary Information
We offer competitive salary ranging from €45,000 - €60,000 per year based on your location, qualifications and experience. Additionally, we provide attractive benefits package which includes comprehensive health insurance, retirement savings plan and paid time off. If you're looking for a challenging role with opportunities for growth and development, join us today

Equal Opportunity Employer
Concentrix is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.



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