SENIOR OPERATIONS PERFORMANCE MANAGER

Job Title.
Senior Operations Performance Manager Job Description The Performance Manager will report into the GOM and will be a senior candidate, with overall knowledge of Client technical procedures.
They will be responsible in leading their own team to be able to deliver the service asked.
The Performance Manager is responsible and accountable for the Clients objectives and needs of several markets that can fall under different Regions.
Please note that this will ideally be a hybrid working role and will require travel across regions.
A CV must be attached to your job application.
Staff Management (15 %) Monitor and report team performance (correct call treatment, case treatment.) Give Operational Leaders feedback on their individual and team performance to improve and motivate their daily work Keep track of each Operational Leads training and training needs to improve technical and team communication’s skills Motivate, controlling turnover and retaining potential and motivated team members Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes, client updates (1.
´s, Org Meetings, Performance Meetings) Request management WFM /HR Department / quality team for assistance in any of the tasks.
Propose changes in bonuses / reporting to management Manage all disciplinary issues effectively Manage Ramp Downs based on stack ranking Coordinate with WFM to manage transfers between LoBs Client Contact (25 %) Weekly, monthly, quarterly and annual performance and quality review meetings Maintain daily contact with the client regarding performance, cases, new procedures, applications, staffing and tools Organization (40 %) Develop strategies for improvement of results upon need Distribute and balance the workload over the Operational Leaders Distribute tasks between Operational Leaders managing the work calendar Make sure processes and procedures are up to date.
Offer support in critical problems (case escalations, emergencies, client complaints).
Perform other tasks/duties as assigned by management depending on service needs Propose Workshops topics to L&D department in order to drive performances based on the needs Reporting (20 %) Collect metrics, analyse these and report to client / management / quality team.
Provide other reports to client, as needed.
Review of the data with Quality & Training department and support preparing actions accordingly Essential Skills Good Communication Skills Flexibility / Adaptability (task and shifts) Know-How Client’s procedures Proficient in English at C1 level and one other language would be ideal at B1 or above (German, Dutch, Spanish, Portuguese) High Level of Excel with strong analytical and reporting skills.
Ability to present strong meaningful data Resolution / Proactivity Leadership skills – an ability to motivate; coach, inspire and lead by example Empathetic approach Proven experience of delivering improvement and change Ability to build relationship at all levels in a multi cultural environment Highly influential Highly organized with a strong/resilient approach Ability to prioritise and delegate where appropriate Previous experience in multi-regional accounts is a plus Critical success factors Responsible for team performance.
Responsible for reaching SLA’s & KPI’s of the project Time management skills Location.
PRT Lisbon - Av.
Mediterraneo, N°1 Language Requirements.
Time Type.
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Nuestro objetivo es ser la mayor empresa del mundo en servicios de atención al cliente, en diversidad y en talento.
Lo lograremos gracias a nuestra cultura.
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