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Operations Manager (French+Spanish)

Job Description

The Company

Our client is a service provider specialized in Claims Management for the Insurance Industry.

The Job

You will be responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies working with internal and external clients.

Your Responsibilities:

Responsible for the operational management and customer service aspects in order to increase profit and clients satisfaction:

- You will have direct responsibility to motivate a cohesive and high performing team of Customer Care Representatives
- Select, train, coach and develop the performance of your teams
- Ensure all the management tools are in place (develop training manuals, quality objectives, performance, reporting)
- Guarantee the quality of service delivered to customers at every point of contact
- Measure customer satisfaction using call monitoring and new customer research tools and barometers
- Manage the customers’ issues resolution
- Review with the team and identify corrective action requirements
- Boost KPIs results at every point of contact with the CS during the customer journey and contribute to profit growth by implementing new strategies (in conjunction with the Financial Analyst)
- Monitor SLA and KPIs and produce statistical analysis of team activities
- Drive customer service innovation by proposing new developments in CS thinking and introducing industry best practice in order to improve service levels, efficiency and quality
- Manage closely workload planning compiling accurate previsions and forecasts, taking into consideration growth strategy and seasonal peaks

The Profile

- Excellent knowledge of French, Spanish and English languages is obligatory
- Bachelor degree equivalent 
- At least 10 years’ experience in customer service or call center management positions + minimum 2 years of experience as Operations Manager is a MUST
- Experience in Management of Team Leaders
- Knowledge of organizational effectiveness and operations management
- Experience in Workforce Management and HR matters
- Ability to develop talents and skills of your team
- Quality and Customer oriented
- Positive, motivating and inspiring attitude
- Experience in an international call center environment
- Strong Leadership and organizational skills
- Creative and positive approach towards problem solving 
- Microsoft Office Package (Word, Excel, Power Point); Excel on an advanced level is a plus
- Experience in Insurance sector is a plus 

The Offer

- Salary: TBD based on experience + bonus + laptop + phone
- Challenging job opportunity with large scope of responsibilities
- Direct report to the Director
- Being part of a constantly growing company
- Working in a multicultural and open minded environment
- Permanent contract 
- Starting date: ASAP

Ref: IOM01


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