Operations Manager - Lisboa, Portugal - Buwelo BPO Solutions

Buwelo BPO Solutions

Empresa verificada

Lisboa, Portugal

há 1 semana

Postado por:

João Santos

Recrutador de beBee

Descrição

Buwelo, an American BPO company with offices in the Philippines, US, DR, Colombia and Portugal.

We are looking for an experienced OM that can help us build our operations, implement best practices, and provide amazing performance for our clients.

Responsibilities:

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating stateoftheart technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customerservice standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking stateoftheart practices; and participating in professional societies.
Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Requirements:

5 years experience min in the BPO industry
3 years experience as a Senior TL or OM
3 years experience min in Portugal
Experience with work from home environment
Passionate, proactive, hard worker, problem solver
English bilingual + another language (is a plus)
University degree in business is a +
Great communication skills, commitment, and energy
Passionate and hardworking
Looking for a long term career
Currently living anywhere in Portugal

What we offer:

Competitive salary and stability
Full Remote job
International career in a multicultural environment
Meal allowance
Performance bonus
Work contract for an indefinite period
Holiday and Christmas bonuses
Free Portuguese and French language courses
Work accident insurance
Continuous learning/development courses
Monday to Friday shift
Work From Home equipment provided
Teamwork activities and much more

We are really looking forward to hearing from you

Regards

The recruiting team

Tipo de oferta:
Período Integral, Integral/Full-time

Benefícios: