Position: Senior Operations Manager
Location: Lisbon
Type: Full-Time
The company
Cluster is a young company with a big ambition. Why do we say that? We started with three employees in 2020, and today we have more than 300 employees spread across our four offices in Lisbon. We are now expanding our operations and building a team to support European markets in different countries such as Italy, Denmark, Sweden, Germany, Spain, France, Belgium, Switzerland, the Netherlands, and Portugal, where we are headquartered. More than a company, Cluster aims to grow with the main objective of creating growth opportunities for its team members. Without our team members, this would not be possible.
Job Overview:
We are seeking a dynamic and experienced Operations Manager to lead our Contact Centre Operations. The ideal candidate will thrive in a fast-paced business environment, driving operational targets while overseeing our client's portfolio and adding new clients. They will also provide leadership, development, and coaching across all levels of the operations team.
Responsibilities:
Lead Contact Centre Operations:
Oversee the operations of contact center of various project/clients, ensuring SLA with the clients are met and internal operational targets and implement strategies to optimize operational efficiency and performance.
Monitor and analyze key performance indicators (KPIs) to ensure high-quality service delivery.
Leadership and Development:
Provide leadership, development, and coaching across all levels of the operations team.
Actively engage in, support, plan, create, and document team development to enhance performance and plan for succession.
Recruitment and Resource Allocation:
Collaborate with HR and Recruitment to drive the recruitment and selection process according to client’s capacity requirements.
Engage in the recruitment process for internal job promotions.
Oversee scheduling and shift patterns to optimize coverage, enhance efficiency, and ensure fulfillment of service level agreements (SLAs).
Onboarding and Continuous Development
Ensure the efficiency of all training programs, including those for new hires, refresher courses, leadership programs and any additional training necessary for KPI fulfillment and job enhancement across all levels.
Identify potential leaders and develop onboarding programs tailored for their leadership roles.
Contribute to the design and implementation of change programs and projects impacting the contact center.
Quality and Performance Improvement
Ensure team members consistently follow and adhere to the client's quality assurance (QA) guidelines.
Ensure that quality analysts are fulfilling their responsibilities effectively, providing appropriate guidance, and employing effective coaching techniques to minimize outliers and meet desired KPIs.
One-on-One Development and Career Path:
Conduct regular one-on-one meetings to foster a culture of continuous training and development within the team and align individual goals with departmental objectives and career aspirations.
Create personalized development plans based on performance evaluations and identify strengths and areas for improvement, setting clear milestones.
Communication and Feedback:
Ensure effective and consistent communication across the team conducting regular team meetings to discuss performance, updates, and upcoming changes using the main channels of communication. Encourage an open-door policy to encourage team members to voice concerns, provide feedback, or seek clarification.
Regularly review customer interactions (calls, emails, chats) to identify trends and areas for improvement.
Use customer feedback to implement changes in processes, training, or policies aimed at improving customer satisfaction.
Performance Culture:
Define clear performance objectives aligned with organizational strategies and continuously monitor key performance indicators (KPIs) to ensure targets are met.
Provide ongoing training, feedback, and support to agents to enhance their skills and performance, fostering a culture of continuous improvement and excellence within the team.
Stakeholder Relationships:
Establishing strong, trust-based relationships with both internal (senior management, other departments) and external stakeholders (customers, vendors). This involves understanding their needs, maintaining open communication, and managing expectations to ensure alignment with contact centre goals.
Facilitating clear and timely communication with stakeholders about contact centre performance, challenges, and improvements. Actively soliciting and utilizing stakeholder feedback to drive continuous improvement in processes and service delivery.
Client Portfolio Management and Business Development
Develop and execute strategies to expand the client portfolio, including identifying new business opportunities and partnerships.
Conduct market research and analysis to identify trends, competitor activities, and opportunities for expansion.
Financial Responsibilities and Budget Management
Developing and managing the annual budget for the contact center, which includes forecasting expenses and revenue and monitoring budget performance regularly and taking corrective actions if there are discrepancies or overspending.
Implementing cost-saving initiatives without compromising service quality.
Providing regular financial reports to senior management or stakeholders, summarizing key financial metrics such as expenses, revenue, and profitability.
Qualifications:
Proven experience in leading contact center operations.
Strong leadership and coaching skills.
Excellent communication and stakeholder management abilities.
Ability to drive recruitment and selection processes.
Experience in designing and implementing change programs.
Strong analytical and problem-solving skills.
Proficiency in Excel and Office 365.
Commitment to continuous improvement and fostering a performance culture.
Ability to maintain high standards of quality and service delivery.
Financial responsibility and budget management.
International experience. Experience in BPO (Business Process Outsourcing) environments.
If you are passionate about creating a positive work environment, driving employee engagement, and contributing to the overall success of the organization, we invite you to apply for this exciting position. Cluster is committed to inclusivity and encourages candidates from diverse backgrounds to apply.