Operations Manager for Majorel - Lisbon

Requisition ID: 40294

 

 

We know that it is our people that make the difference. At the heart of how we work, it is our drive to embrace change and to always find ways to do things better.

What do we need? An Operations Manager willing to share expertise, experience, resources and an exceptional person who creates, develops and implements innovative ways to achieve results.

A passionate person, who wants to create impact, coaching and leading people to achieve excellence and ultimate service delivery.

What will you find in Majorel? Remarkable people working to deliver the best results and always finding their way to achieve and improve!

Would you consider to be part of our amazing team as our next Operations Manager? Majorel is waiting for you!

 

Who we are:

We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.

Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-term partnership to create a new global leader in customer engagement.

We are relentless, resourceful, resilient and agile. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

We serve customers across the world through our 48,000 employees based in 26 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages.

We support our customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.

  

Our mission:

We create amazing customer experiences that people value and we are proud of.

By combining talent, data, and technology.

We deliver real impact for our partners.

We are driven to go further.

 

Your experience & skills:

  • Knowledge of service, supervision and operation tools
  • Medium / high level of office package and Internet
  • Reports and Interpretation of productivity / service ratios
  • Management and Team Management. 
  • Conflict management   
  • Motivation
  • Procedures of the company.
  • Knowledge of the market and the Contact Centre Agreement
  • Knowledge of the product / service.
  • Knowledge of internal computer tools and the client.

 

Your Competencies:

  • Encourage employees to improve
  • Motivate and support performance
  • Encourage open dialogue and cooperation (problem solving)
  • Get results (leadership, decision making, assuming responsibility, tolerance to pressure)
  • Design and communicate purposes and strategies
  • Produce value for the client
  • Enable creative environments
  • Value innovative and creative talent
  • Assume ethical criteria and values (Reliable, Integrity, Equity and Objectivity)
  • Take on social responsibility

 

Your responsibilities:

  • Evaluating daily key performance indicators and developing improvement needs; managing and motivating the teams.
  • Promote, coordinate and support the work and performance of the team ensuring that they perform the tasks and perform the appropriate roles for each profile and ensuring their profitability and productivity.
  • Provide the collaborators with the tools and resources necessary for the proper functioning of the service.
  • Motivate, encourage and get the involvement of the members of his/her service, guaranteeing the professional and personal development of the team.
  • Guarantee the correct relationship with the transversal areas of the Platform and the Company.
  • Perform the functions of human resources that the company considers appropriate and that directly involve his/her team
  • Plan and design the resources and tasks necessary to ensure the Service operation, within the parameters of the expected profitability.
  • Ensure the productivity of the teams by effectively managing the critical success factors defined such as: performance, deadlines and results, etc.
  • Take control of economic management through measurements, reports and forms that ensure such monitoring. Forecast requirements; prepare an annual budget; schedule expenditures and managing cost; analyze variances; initiating corrective actions; utilize financial data to improve profitability. Prepare and control operational budgets. Control inventory. Plan effective strategies for the financial well being of the  company.
  • Keep the Client (partner) and the Person Responsible for the operation of the Service informed at all times.
  • Encourage a close and trusting relationship with the client, making win-win oriented decisions and ensuring profitability for both companies.
  • Develop the appropriate tasks in commercial matters to continue growing in the market, taking advantage of the experience and knowledge acquired, by being proactive when it comes to raising ideas, challenges and solutions.
  • Take tactical decisions in case of unforeseen contingencies, by being proactive when it comes to providing solutions and improvements to the Service.
  • Any other function that is considered relevant and necessary in the business.

This position requires the use of confidential information according to its responsibility and duties and must be adapted to the good use manual of the information systems

 

Our offer:

  • Competitive salary conditions
  • Development/wellbeing related classes (these vary throughout the year, ask for further details), partnerships/discounts and year round events and fun competitions
  • Excellent reputation as responsible employer with presence in Portugal for more than 50 years
  • Stable multinational company with long term local growth
  • Modern work environment at an attractive location with excellent public transport connections
  • An international environment employing people from different nationalities and cultures

 

Our commitment: 

At Majorel, we are driven to go further and we will help you make it your own. If you are searching for a company that listens to your ideas, supports your individual growth, recognizes your contributions, and provides a flexible, inclusive and amazing work environment then this is your chance to apply!

 

 

Apply now to join us in a vibrant, multi-cultural city center environment. Explore you career possibilities and work on your personal development. Above all, enjoy the experience of working with a highly prestigious brand!


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