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Call Centre Manager

Job Description

Be Part of It

This is a standout role within one of Portugal’s most enviable companies to work for due to the wide variety of employee benefits they offer. This client is a global outsourcing partner who represents some of the most well-known brands in the world. This particular client has a highly diverse workforce and offers a fun yet professional working environment, which includes company-owned accommodation.

Your Challenge

As a Contact Centre Manager, you will work with our corporate client to make all the strategic decisions regarding the daily management and running of the contact centre. You will be responsible for a large operation of FTE, managing a team of supervisors. You will work with the ACM to achieve results and will be responsible for the planning of necessary actions (recruitment, training, IT development, logistic conditions.) Some of your daily tasks will include:

  • Manage the Contact Centre Operation and being responsible for strategic decision making
  • Defining and implementing action plans to achieve results
  • Managing Profits and Losses
  • Driving the Operational Results (SLAs and KPIs)
  • Motivating the team (ACM, First Line Managers, CSAs) to deliver a service of excellence.

Your Resume

  • Fluency in English
  • Experience managing Contact Centre operations
  • Experience with financial management: budget, margins, P&L
  • Strong leadership skills
  • Educated to a Bachelor Degree level
  • Driven and motivated
  • Good Communication skills

Up for the Adventure?

Then don’t hesitate to get in touch with us today!

Ref: 3615


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