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Operations Manager (ACM) for Facebook (m/f) – Lisbon

Job Description

The Operations 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 Team Leaders (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/near native English speakers (mandatory);
  • Fluency in a 2nd language (mandatory);
  • Experience as an Operations Manager/ACM (preferable);
  • Experience managing  Outbound and Sales teams;
  • Open to new technologies and social media;
  • 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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