We are currently looking for an Operations Manager in our Webhelp office in Malaga.
As an Operations Manager in Webhelp you have a key role and are responsible to lead, coach and follow up team leadership within your assignment. You must align your work to the clients requirements as well as global standards and internal procedures. Analyzing and evaluating results to drive and deliver stable results whilst working effortlessly on improvements, are key elements of your everyday work. You are responsible for financial budgeting, Team Leadership, operational performance, initiating operational best practices and follow-up as well as Employee and Client Satisfaction. Your mission is to secure a thriving, profitable, and efficient place to work.
WE BELIEVE THAT YOU ARE…
… an organized, innovative, pro-active, precise communicator with leadership skills that interacts well with the Webhelp culture. We are looking for you who have previous experience from a similar position, desire to grow and capability to lead a team. You will be part of an international and professional game-changing atmosphere, working with colleagues from different countries. In this role it is important to be a self-driven manager who can operate a team in a vivid and fast-growing international company. We believe that you can combine people skills with business skills in an excellent way.
MAIN JOB DUTIES INCLUDE:
Driving achievement of the required efficiency and effectiveness goals to ensure delivery of the business and client objectives
Identifying, developing, and closing new business opportunities with the client to maximise Webhelp’s strategic contribution and revenue potential
Providing direction and inspiring the relevant Operational Teams to effectively deliver key client outcomes and achieve market-leading client satisfaction in line with the contractual obligations
Maintaining excellent senior level relationships with appropriate client stakeholders and developing and implementing effective client relationships and engagement strategies
Working closely with relevant operational leadership and central functions to deliver service and ongoing transformation in relation to new business and service expansion.
Responsible for cost efficient staffing in the assignment, and secure ordering of recruitment according to recruitment procedures
Secure a good working environment, physically as well as psycho-socially
Responsible for running the assignment according to labor legislation and for following collective agreements
Responsible for communicating to direct reports about the companys and the assignments targets, results, values, guidelines, policies, and securing that the communication works and reaches all parts in the chain
Develop and retain a close and constructive relationship with the client
Develop and retain branch knowledge as well as client specific knowledge
Being the contact person for the assignment and answering delivery related questions from the client and country management team.
High school degree or equivalent
Experience managing social media or community management strategies
University degree (Commerce, Management, Business) or similar is a merit
Fluency in English
A minimum of 5 years working experience, preferably from contact center
A minimum of 3 years leadership experience, from contact center
To fulfill the role, you have strong leadership skills. Your leadership is adaptable to changing situations and conditions where it is natural for you to recognize what actions are required both short and long term. Important elements in the role are to analyze and evaluate the results of the production to secure right targets, improvements, as well as a thriving, efficient and a profitable business.
Brilliant communication and understanding of employees, the business and customer/client requirements is also necessary. We expect you to have experience from a similar role and to be proficient in business planning to build financial projections, charts, and reports. You also have relevant IT competencies.
You thrive in situations where keeping your head straight is important to not lose focus on the objective. You will be overall responsible for all client requirements and client satisfaction in general. You will be Proactive at solution building and ability to present compelling propositions
START: Feb 2021
EMPLOYMENT TYPE: Full Time
LAST APPLICATION DATE: 2020-12-30
Making business more human for the worlds most exciting brands
We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers hearts and minds.
Webhelp is committed to making business more human.
Its through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the worlds most exciting companies.
Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.
Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.
Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.
By choosing Webhelp they access the passion and experience of 50,000 game-changers from more than 140 locations in 36 countries. Each one determined to bring their own intelligence, empathy and experience to the table every day. Webhelp invests in people and the environment they work in, because they know that when people thrive, it has a powerful impact on them, their customers and on their partners business.
Webhelp believes that making business more human leads to a better customer experience – and a healthier bottom line.
Webhelp is the European leader in their industry, with a revenue of 1,4B in 2018, and aims for a global leadership position.
Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.
More information can be found at www.webhelp.com
Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us.
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