We're looking for our next Site Manager! Viking is growing and we are excited to announce that we will open a second contact centre in Spain, this time in the Costa del Sol area!
We are now looking for a people-focused and result-driven Site Manager to first work with the pre-opening of the office, recruitment, planning, etc. to then assume the responsibility for the entire site, scheduled to open in Q1/2025.
Cooperating closely with our contact centre in Torrevieja, as a Site Manager you will oversee a smooth and efficient running of the office according to our business processes aiming for the optimal balance between quality and efficiency. Working in close collaboration with our Contact Centre in Torrevieja, you will implement call center strategies to deliver operational and financial targets, lead our Team Leaders, improve systems and processes, and ensure that customers receive a professional and consistently high-quality service and great customer experience through a variety of customer contact channels. In addition to operations, this role involves some administration, purchases and contact with local suppliers and stakeholders.
Please note that the initial training for this role will be conducted at our office in Torrevieja, and in continuation, the role requires frequent travel to the Torrevieja office on a monthly basis.
As a Site Manager you will: Oversee the operation and lead a Nordic team of Team Leaders.Provide support and guidance in leadership through coaching and feedback and being a role model and your own leadership.Ensure goal focus and consistency in SLA/KPI achievement throughout the organization.Organize and supervise the activity of the service that is offered to the internal and external clients and customersWork to ensure quality, efficiency and profitability as well as employee satisfaction in the teams.Lead projects and/or assignments given and initiate proposals for improvementsWork towards targets and goals.Work across countries to ensure and further develop alignment and best practices.Liaise with country managers and other stakeholders in the countries.Solid experience in Nordic Contact Centre operations management.Previous experience in leading and coaching Team Leaders.Understanding of Contact Centre business functions & concepts and ability to develop these (Telephone, Email, Front office/Back office, WFM, L&D, Quality, CSAT, AHT, SLAs, etc.)Strong leadership with clarity and transparency in communication and a role model to the team.Fluency in English and one or more Nordic languages.Ability to quickly learn relevant systems, processes and procedures and a drive to continuously develop these.Analytical mindset with experience in analysing data and transforming it into concrete actions to continuously improve quality and performance.Strong organisational and planning skills to be able to thrive in our fast-paced environment.Proficiency in MS Office (MS Excel, MS word, MS PowerPoint).Solution focus and creativity to problem solving and continuous improvement.Adaptability and flexibility with experience from change management.Drive and ability to make decisions and take action in a consistent way. We offer:
Comprehensive and professional training
Competitive salary
Excellent opportunities for personal growth
A dynamic work environment with diverse expertise and experience
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