Foundever Jobs

French + English Operations Manager - Lisbon, Portugal

Req ID#: 379719

PT

Job Description:

Come and work with us.

We are looking for a talented and accomplished Operations Manager to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.

As an Operation Manager in this project, your daily responsibilities will include:

• Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues

• Preparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews

• Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI’s

• Ability to support P&L analyzes and make decisions aligned with Client and Corporate business

• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed

• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development

• Management of any Client escalations relating to the Operational team’s performance

• Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution

• Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed

• Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives

• Takes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilities

To succeed in the role, you will need to have:

• Bachelor’s degree or directly related work experience

• Native or proficient level of French (mandatory)

• Proficient level of English (C1 and above)

• Minimum of 2 years previous Call Center experience

• Evidence of effective interpersonal, coaching, and leadership skills

• Good organization/time management skills and problem-solving skills

• Ability to work with a variety of people from diverse backgrounds

• Ability to organize and prioritize, set priorities and multi-task

• Ability to adhere to all organizational policies and procedures

• Ability to provide feedback in a positive and supportive manner

• Ability to assess agents’ professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutions

• Able to effectively use Microsoft applications (i.e.: Word, Excel, PowerPoint, Project, Outlook, etc.)

• Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.

• Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results

• Must hold EU citizenship or valid work permit for Portugal

• Be a local candidate or willing to relocate to Lisbon, Portugal

Specific Requirements (when necessary):

• Availability to travel

• Out-of-hours support

Benefits.

• Competitive wages

• Paid professional training

• Employee discounts

• Private healthcare & dental insurance

• Growth opportunities through various development programs

• Fun and engaging company-wide initiatives, including our EverBetter wellness program

• Job stability

• Life-long skills and experience

• Excellent work culture

Go further with Foundever™

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!

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