French Speaking Call Center Operations Manager, (O-493)

French Speaking Call Center Operations Manager, (O-493)

07 jun
|
Empresa Confidencial
|
Barcelona

07 jun

Empresa Confidencial

Barcelona

We are searching for a French Speaking Call Center Operations Manager who has a passion for peopleou should thrive on effective team working, collaboration, openness, and belief in your peoplehis is not a command and control environment if you have a passion for developing your people to deliver world-class results, we want to talk with you!

As an Operations Manager, you will assist with the development, implementation, and improvement of the day-to-day contact center operations for inbound Technical and Customer Service Support, exceeding client expectations by developing your team and adding value beyond the agreed Key Performance Indicators (KPIs)

Responsibilities:



* Assist the Contact Center Manager with day-to-day contact center operations and business planning that ensures the staffs operational efficiency and delivery of superior customer experiencer>

* Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee moraler>

* Assist the Contact Center Manager with the compliance and reporting for all call center operations including call volume forecasting and Importante empresa, client service commitments, budgeting and P&L, service metrics, payroll, etcr>

* Be responsible for the recruitment, management, coaching and development of the team to ensure quality and productivity targets are metr>

* Conduct regular 1:

1 meetings with your team to maintain focus and motivation on Customer Service standards and targetsr>

* Organize employee focus groups for feedback for future employee development programsr>

* Manage change effectively knowing how to handle periods of change and lead the team through such periods, displaying motivating and encouraging behaviorsr>

* Report metrics to the Contact Center Manager and the client, offering recommendations whenever possible, in a pro-active and positive fashion during our weekly, monthly, quarterly and annual business reviewsr>

* Be the main PoC for interlocution with the different departments regarding the operational needs of the Service (Admin personnel, IT, HR, Quality, WFM, etc)r>

* Be an Empresa Confidencial for Teleperformance at all times, promoting the highest standards of ethical and professional conduct and acting as a role model to other team membersr>

* Requirements

Responsibilities:

* French native speaker with fluent English

* You have a minimum of 2 years experience in a leadership role n the contact center environment, involving people management, client management, and operational deliveryr>

* You own and drive efficiencies in performance metrics and cost to serve, leading the evolution of those metrics to meet emerging needs as our business scalesr>

* You have strong analytical skills and the ability to drive changesetting appropriate and realistic goals and expectations to achieve plansaking accountability for delivering resultsr>

* You have demonstrated experience effectively partnering with senior leaders and diverse teams across local and remote offices to drive resultsr>

* You bring a high level of energy, drive, and a positive attituder>

* You consider customer satisfaction as a priority in all instancesr>

* You use your own initiative whilst being innovative and creativer>

* Additional European languages are highly valuedr>

Benefits:

* Full-time contract (39 hours/week), from Monday to Saturdayr>

* Competitive salary above the market average

* Individual career plan with the potential to grow within the companyr>

* Excellent work environment and team building activities in a dynamic and international environmentr>

To find out more about this great opportunity and many others, get in touch with the Importante empresa teame have options for speakers of many languages across Europe with positions based in Athens, Thessaloniki, Limassol, Lisbon, Porto, Malta, and elsewherer>

We offer a euro refer a friend bonus for successfully placed candidates, so please send us any candidates that you feel might be suitable for this roler>

Get in touch with us to kickstart your career today!

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.es/empleo/17881439/french-speaking-call-center-operations-manager-o-493-barcelona/?utm_source=html

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