Descripción de la oferta de empleo

Description: As an Operations Manager you will be responsible for the day-to-day management of the department. You will represent Webhelp and therefore are required to maintain the highest level of professionalism at all times.


It is important to meet deadlines in a sometimes-stressful work environment. You must have strong analytical skills with in-depth knowledge of Excel, added with the high management skills.



Planning and Strategy 10%


Define workforce management processes and the role of WFM in the projectData collection and analysis serving as the foundation of the staffing processIdentify the impacts of attrition cycles on the staffing forecast


Staffing 20%


Identify reaction strategies for both overstaffing and understaffingSupport hiring and training planning, as well as ramp-down periodsIdentify steps to take when service goals are missedIdentify reward and consequence programs that support adherence goalsCoordinate training requests with the Training and Quality departments


Reporting 50%


Prepare and analyze staffing reports about absenteeism rates, attrition, staff hours, attainmentPrepare the weekly deck for the conference call with the clientPrepare the Internal Report for the weekly conference call with Webhelp managementPrepare the monthly scorecard for all agentsAnalyze effectiveness and productivityPrepare data related to WFM for the monthly invoice needed by the Operation ManagerAssist with the preparation of the Quarterly Business ReviewOn-/Offboarding with client’s and Webhelps IT tools


Management 20%


Coordinate the workload and workflow of the WFM team (WFM Analysts and back-up Analysts)Manage holidays of the WFM team Requirements: Knowledge & Key Skills required 




Very good knowledge of MS Office & iWork applicationsHigh level of English (spoken & written)Degree in administration or mathematical background (preferred)Management background (preferred from the travel industry or BPO industry)Not mandatory but experience or knowledge from GDS will be a benefit


Previous experience


Previous Management Position, logistics or any other position in organizationManagement experienceMinimum of 1 year of seniority within the travel Industry (preferred)Understanding of Customer service operations (Preferred In the travel industry)Working experience with costumer service KPIs like: CSAT /NPS/ AHT and FCRExperience from developing and mentoring team managers


Personal abilities


Excellent organizational skillsLogical mind & business awarenessLogical sense for numbers and trendsExcellent knowledge of MS Office & iWork applicationsAbility to work under pressure to meet deadlinesExcellent communication skillsFlexibilityPeople person




***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.***

  Offer: Our offer:


36.000 € gross/yearFull time shift: 39 hrs/week, Monday to Friday 09:00-18:00Real possibility to grow within the companyInternational working environment
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Detalles de la oferta

Tipo de Contrato
  • Full time
Fecha de publicación
  • 01/10/2019
Fecha de expiración
  • 30/12/2019