Operations Lead for a Social media project in Lisbon Em Lisbon, Portugal

Majorel Portugal Empregador Directo

Job Title: Operations Lead

Reporting to: Operations Manager

Location: Lisbon

Overall Job Purpose

Overall responsibility for the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and exceed all SLA’s whilst making adjustments and recommendations as required. Ensuring operational metrics (daily, weekly, monthly, and quarterly) are clearly communicated, understood and achieved.

Prepare and present ongoing KPI performance and action plans to the client in weekly/monthly performance reviews. Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.

Duties and Responsibilities

  • Enable a culture of continuous improvement, including actively championing root cause analysis and deployment of corrective action at source. Work closely with the Operations Manager and HR/Recruitment team to deliver resource requirements in line with contractual requirements, staff attendance & attrition objectives.
  • Promote Innovation Programme and support ideas implementation in order to drive efficiency and improve key SLA/KPI metrics
  • Work closely with the Operations Manager and HR/Recruitment team to deliver resource requirements in line with contractual requirements; and staff attendance & attrition objectives.
  • In conjunction with the Operations Manager and Training Leads, ensure tight implementation of staff training, development and performance programmes and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential.
  • Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly.
  • Promote and sustain a supportive learning environment.
  • Ensure employees are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value are delivered to plan.
  • Conduct Team Meetings with direct reports to ensure expedient communication and provide an open forum for input. Drive and implement team activities.
  • Lead by example, be approachable and demonstrate a “can do” attitude to develop a culture of teamwork to drive the achievement and exceeding of targets. Ensure involvement of employees in decision making regarding issue resolution and future strategy planning. Encourage and drive a culture of positive employee engagement.
  • Coach and mentor Team Leaders to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plans for improvement. Be prepared to take more formal action when goals are not achieved.
  • Responsible for understanding and working with the client's statement of work.
  • Act as an escalation point for employee relations, and customer issues, where the Team Leader assesses the need for additional support. Manage conflict and problem resolution for both types of situations.
  • Prepare and present ongoing KPI performance and action plans to the client in weekly/monthly performance reviews.
  • Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
  • Responsible for implementation and ownership of service improvement plans where required when KPI / SLA performance falls short of agreed target with client.
  • Close cross-site cooperation with Operations Leads and teams based in other Majorel locations to ensure smooth execution of client requests and implementation of actions required to achieve common goals.
  • Focus on driving and promoting innovations to improve overall efficiency and quality of work performed

Required Qualifications & Experience

  • Line management of 50+ staff.
  • Must have a minimum of 12 months Team Leader experience.
  • Excellent communication skills
  • Experience in client facing environment including direct reporting and professional relationship management
  • Best practice back office/customer service/contact centre experience and delivering high quality results
  • Experience of working as an outsource partner.
  • Knowledge of solution design process, procedures and operating models
  • Experience of interpreting operational data and its effect on the service.
  • Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets.
  • Experience of developing and implementing best practice processes to achieve high levels of staff attendance and minimize staff attrition.
  • Conversant with contact centre technology.
  • Reporting abilities in a number of formats i.e. Excel and PowerPoint, Google Docs/Sheets/Slides

Competencies

  • Initiative
  • Solution Orientation
  • Collaboration
  • Organizational Commitment
  • Providing Direction
  • Developing People
  • Impact and Influence

PESQUISA DE EMPREGO

Palavras chave / cargo / competências / empresa

Digite qualquer local na caixa acima ou selecione abaixo :
Africa
Asia & Pacific
CIS
Europe
Middle East
North America
South America
Afghanistan
Åland Islands
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas, The
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius and Saba
Bosnia and Herzegovina
Botswana
Bouvet Island
Brazil
British Indian Ocean Territory
British Virgin Islands
Brunei
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos (Keeling) Islands
Colombia
Comoros
Congo, Democratic Republic of the
Congo, Republic of the
Cook Islands
Costa Rica
Cote d'Ivoire
Croatia
Curaçao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
East Timor
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands (Islas Malvinas)
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern and Antarctic Lands
Gabon
Gambia, The
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard Island and McDonald Islands
Holy See (Vatican City)
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Korea, South
Kosovo
Kuwait
Kyrgyzstan
Laos
Latvia
Lebanon
Lesotho
Liberia
Libyan Arab
Liechtenstein
Lithuania
Luxembourg
Macau
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia, Federated States of
Moldova, Republic of
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
Netherlands Antilles
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestinian territories
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn Islands
Poland
Portugal
Puerto Rico
Qatar
Reunion
Romania
Russia
Rwanda
Saint Barthélemy
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia and the Islands
South Sudan
Spain
Sri Lanka
Suriname
Svalbard
Swaziland
Sweden
Switzerland
Taiwan
Tajikistan
Tanzania, United Republic of
Thailand
The Former Yugoslav Republic of Macedonia
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
United Arab Emirates
United Kingdom
United States
United States Minor Outlying Islands
Uruguay
Uzbekistan
Vanuatu
Venezuela
Vietnam
Virgin Islands (US)
Wallis and Futuna
Western Sahara
Yemen
Zambia
Zimbabwe

País, Cidade, vila ou código-postal

--Web 3--