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FRENCH SPEAKING CALL CENTER OPERATIONS MANAGER

Descripción de la oferta de empleo

We are searching for a French Speaking Call Center Operations Manager who has a passion for people. You should thrive on effective team working, collaboration, openness, and belief in your people. This is not a command and control environment – if you have a passion for developing your people to deliver world-class results, we want to talk with you!

As an Operations Manager, you will assist with the development, implementation, and improvement of the day-to-day contact center operations for inbound Technical and Customer Service Support, exceeding client expectations by developing your team and adding value beyond the agreed Key Performance Indicators (KPIs)

Responsibilities:

  • Assist the Contact Center Manager with day-to-day contact center operations and business planning that ensures the staff’s operational efficiency and delivery of superior customer experience.
  • Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
  • Assist the Contact Center Manager with the compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budgeting and P&L, service metrics, payroll, etc.
  • Be responsible for the recruitment, management, coaching and development of the team to ensure quality and productivity targets are met.
  • Conduct regular 1:1 meetings with your team to maintain focus and motivation on Customer Service standards and targets.
  • Organize employee focus groups for feedback for future employee development programs.
  • Manage change effectively – knowing how to handle periods of change and lead the team through such periods, displaying motivating and encouraging behaviors.
  • Report metrics to the Contact Center Manager and the client, offering recommendations whenever possible, in a pro-active and positive fashion during our weekly, monthly, quarterly and annual business reviews.
  • Be the main PoC for interlocution with the different departments regarding the operational needs of the Service (Admin personnel, IT, HR, Quality, WFM, etc).
  • Be an ambassador for Teleperformance at all times, promoting the highest standards of ethical and professional conduct and acting as a role model to other team members.
  • Requirements

Requisitos del puesto

  • French native speaker with fluent English
  • You have a minimum of 2 years’ experience in a leadership role n the contact center environment, involving people management, client management, and operational delivery.
  • You own and drive efficiencies in performance metrics and cost to serve, leading the evolution of those metrics to meet emerging needs as our business scales.
  • You have strong analytical skills and the ability to drive changes. Setting appropriate and realistic goals and expectations to achieve plans. Taking accountability for delivering results.
  • You have demonstrated experience effectively partnering with senior leaders and diverse teams across local and remote offices to drive results.
  • You bring a high level of energy, drive, and a positive attitude.
  • You consider customer satisfaction as a priority in all instances.
  • You use your own initiative whilst being innovative and creative.
  • Additional European languages are highly valued.

Otros datos del puesto

Benefits:

  • Full-time contract (39 hours/week), from Monday to Saturday.
  • Competitive salary above the market average
  • Individual career plan with the potential to grow within the company.
  • Excellent work environment and team building activities in a dynamic and international environment.

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Detalles de la oferta

Localidad
Dirección
  • Sin especificar - Sin especificar
Tipo de Contrato
  • Indefinido, jornada completa
Salario
  • Sin especificar
Fecha de publicación
  • 08/04/2021
Fecha de expiración
  • 30/08/2021
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