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