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Operations Manager (m/f) – Lisbon – New Project

Job Description

The Assistant Call Center Manager (ACM) is a floor manager, taking immediate management decisions on the call center floor to drive the KPIs. He/she coordinates a team of Team Leaders (Supervisors), being responsible for their motivation, training and development. He/she reports to the Call Center Manager and interacts with the corporate client to report the team’s results. 

 

Main Responsibilities:

  • Manage a team of Supervisors, monitor their performance, work on their development and provide them with training and support;
  • Analyze and report main results and KPIs to the Contact Center Manager and to the client;
  • Identify potential risks and opportunities of improvement;
  • Ensure the correct implementation of the standard processes and procedures.

 

Who are we looking for?

  • Native speaker in one of these languages: Danish, Swedish, German or French (mandatory);
  • Fluency in English or Portuguese (mandatory);
  • Previous Experience managing Contact Center teams (mandatory);
  • Team spirit;
  • Ability to make decisions under high levels of stress.

 

Our offer:

  • Excellent work opportunity in a leading multinational;
  • Stable work and career progression;
  • Free organized sport activities and events;
  • Relocation and integration program for foreign applicants.

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