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We are looking for a talented and accomplished Operations Manager to be responsible for leading and developing operational teams to ensure the achievement of business objectives, service excellence, and client satisfaction. This role oversees Team Managers, monitors performance against KPIs, manages absenteeism and attrition, supports training and career development initiatives, and promotes a culture of collaboration and continuous improvement. 

As an Operations Manager in this project, your daily responsibilities will include:

• Line management responsibility for Team Managers.
• Ensure metrics are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meeting with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Management of any campaign migration or new business implementation.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded and rewarded for outstanding achievements/performance in line with company mission and values.
• Manage client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Co-ordination of responses to any client change control requests.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed.
• Preparing, analyzing and presenting data to the client as part of monthly performance reviews.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools.
• Ensure integrity and accuracy of financial reporting and analysis on both site and client level.
• Ensure budgeted revenue and EBITDA is achieved, by ensuring clients are invoiced for all ’billed hours’.
• With regard to compliance, the incumbent: Takes personal responsibility to understand and comply with all company and client security requirements and policies

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To succeed in the role, you will need to have:

• Native our proficient English (mandatory).
• Evidence of effective interpersonal, coaching, and leadership skills.
• Excellent telephone, keyboard, verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective time management.
• Ability to organize and prioritze, set priorities and multi-task.
• People oriented.
• An element of gravitas.
• Experience with policy work.
• Early adopter of technology.
• Dependable, reliable and able to perform duties with minimum supervision.
• Ability to interact positively with staff at all levels.
• Availability to work 100% from our site in Porto.

Education and experience

• Min. 2 years’ experience in customer support environment.
• Desirably background as supervisor.
• Background as product specialist, technical support agent or customer service advisor.
• Stable customer service background.

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

Go further with Foundever®

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!