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About Webhelp
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 family 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 with some of the best B2C and B2B brands worldwide.
About the job role:
The Regional Operations Lead is responsible to lead across the AC account (on one or multiple sites) to deliver exceptional Customer experience as well as Client satisfaction. You will lead and coach a senior team across multiple sites and with multiple lines of business. 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. Analysing and evaluating results to reach improvements, are important elements in the role.
As a Regional Operations Lead, you will:
- Work closely with the Global Team, follow direction that is to be communicated on performance & strategy both internally and client.
- Report financial health, cost management, performance, business plan progress to the Global Team, via weekly reporting and monthly MBRs
- Create annual budgets, review budgets, deliver mid-month and actual forecasts on both revenue & cost.
- Own and deliver against client commercial and operational budgets, ensure the continued financial viability of operational units through sound management.
- 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.
We are looking for:
- Fluent in English (C1/C2)
- Fluent in Spanish (C1/C2) is a plus
- Well-structured and self-organized personality
- Be familiar with the relevant reporting and support systems, both internal and external
- Knowledge of labor law, collective agreements, and supplier responsibility
- Knowledge of and in compliance with the Companies' Policies and Business Code of Conduct as well as Client
- Specific NDA and requirements (CCSR, SR, Ops Manual etc.)
- A minimum of 3-5 years manager working experience, preferably from contact center or similar business with good references.
- Experience in managing multiple sites.
We offer you:
- Competitive wages (14 monthly payments per year)
- Meal allowance paid in voucher card (net)
- Private Health insurance provided by the company
- Additional benefits
- Opportunities for career progression and possibilities for an international career through the Webhelp International Mobility Program
Life at our company:
- Work with a diverse environment with people from over 75 nationalities
- Benefit from our modern amenities, many discounts in local businesses, company parties and events and much more
- We promote inter-company mobility to work at any of our sites around the world
- New and modern offices in Tagus-Park, Oeiras, Lisbon.
All submissions will be treated confidentially under the General Data Protection Regulation.
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.
