Workster partners with a leading BPO/outsourcing company who is seeking to hire Operations Manager to join their team in Barcelona. You will work in a hybrid model (50/50).

Your Role

  • Ensure consistent delivery of productivity, service levels, and quality outcomes that meet client expectations while fostering a positive culture and high team moral
  • Lead, coach, and develop the team while monitoring their progress and building their skills
  • Suggest and implement process improvements to boost team efficiency
  • Effectively manage resources to achieve objectives in a timely and efficient manner
  • Oversee client and stakeholder relationships to ensure satisfaction and alignment
  • Provide regular updates to stakeholders on strategy, adjustments, and progress
  • Mentor and guide your team to excel in customer service, meet targets, produce high-quality work, and achieve agreed productivity and service levels
  • Prioritize the development of team members through performance reviews, monthly check-ins, and personal development plans
  • Take a proactive approach to leadership
  • Create and maintain an engaging, dynamic, and motivating work environment
  • Prepare and present regular reports on campaign performance, KPIs, and operational successes
  • Stay informed about industry trends, best practices, and emerging technologies to drive innovation and continuous improvement.

Your Qualifications

  • Excellent English is essential, and proficiency in another European language is highly desirable
  • Prior experience as an Operations Manager or in a similar role within a customer service or contact centre environment
  • Strong leadership and people management skills with the ability to motivate and inspire a team
  • Excellent communication and interpersonal skills with the ability to collaborate effectively with clients and internal stakeholders
  • Solid understanding of operational strategies, performance metrics, and process improvement methodologies
  • Proven track record in achieving operational targets and driving customer satisfaction
  • Strong analytical and problem-solving abilities
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities
  • Proficient in using MS Office applications and other relevant software
  • Experience planning product launches and marketing campaigns to maximize sales
  • Boost sales with live chat and turn customers into brand advocates through review management (tangible results)

The Offer

  • Excellent remuneration package based on experience
  • Monthly performance bonus upon completing probation period
  • Working schedule – Monday to Friday – 11:00 AM- 8:00 PM
  • A dynamic and creative team with a positive and friendly atmosphere
  • Wide range of exclusive perks and rewards as a valued member of the organisation
  • Access to LinkedIn specialised training & courses
  • And many others