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Regional Operations Lead - Customer Service (M/F)

Michael Page Portugal

11.10.2021 | Lisboa | Referência: 2031483


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Regional Operations Lead - Customer Service  (m/f)

Referencia: JN -102021-3611620
Adicionado em 11.10.2021
Sobre os nossos clientes
Our client is an International BPO Company.

Descriçăo da oferta

The Regional Operations Lead is responsible to lead across the AC account (on one or multiple sites) to deliver exceptional Customer experience as well as Client satisfaction.

Description

Reporting to the CEO your main responsibilities will be:

Work closely with the Global Team, follow direction that is to be communicated on performance & strategy both internally and client;

Report financial health, cost management, performance, business plan progress to the Global Team, via weekly reporting and monthly MBRs;

Create annual budgets, review budgets, deliver mid-month and actual forecasts on both revenue & cost;

Own and deliver against client commercial and operational budgets, ensure the continued financial viability of operational units through sound management;

Work with stakeholders to identify key priorities and opportunities to resolve customer operations process issues and to fully embed change;

Build and maintain relationships with key areas of the business and externally to ensure success;

Assist in the development and maintenance of client relationships and business development between key business partners both within and external to the company.

Profile

The ideal candidate will have:

BA or Master Degree in relevant areas;

Fluent in English (C1/C2);

Fluent in Spanish (C1/C2) is a plus;

Well-structured and self-organised personality;

Be familiar with the relevant reporting and support systems, both internal and external;

Knowledge of labour law, collective agreements, and supplier responsibility;

Knowledge of and in compliance with the Companies' Policies and Business Code of Conduct as well as Client;

Specific NDA and requirements (CCSR, SR, Ops Manual etc.);

A minimum of 3-5 years manager working experience, preferably from contact center or similar business with good references;

Experience in managing multiple sites.

Job Offer

Opportunities for career progression and possibilities for an international career through the Company International Mobility Program.



O que procuramos
Operations Director, Regional DIrector
Contacto da Michael Page
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