Remoto: Trabajo híbrido About the Role We are seeking an experienced Operations Manager to join our team at CPM International.
As an Operations Manager, you will be responsible for overseeing the operations of various client campaigns, ensuring the delivery of high-quality services and driving customer satisfaction.
Key Responsibilities Ensure that productivity, service levels, and quality outcomes are consistently delivered to client expectations while maintaining a positive culture and high levels of team spirit.
Lead, coach, develop, monitor, and build a high-performing team.
Propose improvements and changes in current processes to enhance team efficiency.
Manage resources to reach objectives in an effective and efficient manner.
Manage the relationship with the client and all stakeholders.
Provide project updates on a consistent basis to various stakeholders about strategy, adjustment, and progress.
Coach, mentor, and develop your team to deliver exceptional customer service, achieve targets, produce quality calls, and meet or exceed agreed productivity and service levels.
Ensure that the development of team members is paramount, through the appropriate use of performance reviews, monthly check-ins, and PDPs.
Create an engaged, dynamic, and motivational atmosphere.
Prepare regular reports and presentations on campaign performance, KPIs, and operational achievements.
Stay updated with industry trends, best practices, and emerging technologies to drive innovation and continuous improvement.
Requirements Fluency in English is essential, proficiency in another European language is highly desirable.
Prior experience as an Operations Manager or similar role in a customer service or contact centre environment.
Strong leadership and people management skills, with the ability to motivate and inspire a team.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and internal stakeholders.
Solid understanding of operational strategies, performance metrics, and process improvement methodologies.
Proven track record in achieving operational targets and driving customer satisfaction.
Strong analytical and problem-solving abilities.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Proficient in using MS Office applications and other relevant software.
Benefits Permanent contract with a 2-month probation period.
Full-time position with 39 hours/week.
Monday to Friday working hours from 11:00 am to 8:00 pm.
Salary: 32,000€ gross per year.
Bonus: 450€ gross per month after probation period.
24 paid holidays per calendar year.
Paid bank holidays plus 1 extra day in lieu.
Hybrid work model with 50% office and work-from-home.
2 weeks initial training and on-the-job training.
Office location: Barcelona (La Sagrera).
Other Benefits Best-in-class people engagement activities and programs.
Ongoing training and development opportunities.
Employee Assistance Program - Free, confidential, and impartial guidance and support.
Employee Benefits Club - a wide range of exclusive perks and rewards.
New Balance online discounts 30% off.
Option to sign-up for Discounted Private Health Insurance.
Referral Program - Bring a friend and get a referral bonus.
Access to LinkedIn specialized training and courses.
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