CALL CENTER MANAGER (CCM) &#; GERMAN SPEAKER

What you can expect The mission of the Call Center Manager (CCM) is to meet and exceed our client’s expectations through a strong and consistent day-to-day communication with the Client and effective coordination with internal teams to achieve client deliverables.
By building a long-term partnership with all clients, the Head of Business will identify opportunities for growth and improvement to proactively offer added value solutions.
You will work with ACM and in partnership with Business Quality Managers and Training and Knowledge Managers to achieve the results and will be responsible for planning the necessary actions – recruitment, training, IT development, logistic conditions – coordinating the successful implementation with our internal departments.
You must have the ability to thrive in a dynamic, team-focused environment and a passion for helping others achieve results and must be driven by continues improvement and innovation.
What you'll do Partner with our corporate client to make all the strategic decisions regarding the Contact Center operations, be focused on SLAs, KPIs, profitability, Client Satisfaction and ad value to his account; Manages and is responsible for day-to-day activities of one or more unit of operations.
Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations; Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals; Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis; Spends time on floor to audit current procedures to monitor and improve efficiency of operations; Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day; Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate; Participates in the development and implementation of unit policies and procedures; Participate in client meetings as required; Develops or assists with the development and implementation of policies and procedures consistent with those of the organization; Driving the P&L; Define strategies for sales cloud; Other duties as assigned.
What you'll need Fluency in German (C1/C2) and English; Previous experience leading B 2B sales operations; Solid experience managing in Customer Experience Management operations; Experience financial management.
budget, margin and P&L; Good communication and interpersonal skills; Digital marketing ad sales is a plus; Hybrid model.
Benefits Possibility of cooperation with leaders in various industries; Investment in training and personal development; Modern, centrally located buildings with canteen facilities and an excellent public transportation connection; Health Insurance; Free Portuguese language courses, sport activities and organized events; Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.
Teleperformance Portugal Teleperformance Portugal is one of the 25 best companies to work for in Europe.
This recognition was assigned by Great Place to Work® Institute.
TP was also distinguished as Best and Largest exporter and Best Contributor to Employment in Portugal, by Exame magazine! With more than employees, from 111 nationalities, our team provides services in 35 languages.
We are a multicultural, highly skilled, and deeply knowledgeable team.
Teleperformance Portugal has a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market.
Whoever you are, wherever you are from, join us and find your place at Teleperformance Portugal.