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German Operations Manager for Customer Service

Sitel Portugal
Recursos Humanos
Intervalo salarial:
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Descrição da Empresa

Be a global voice. Join Sitel Group.

We are 75,000 people helping people – around the world – one experience at a time. Many of the world's best brands depend on us, and we need great people like you to create unique experiences - 3.5 million times every day.

Are you ready to wow customers? Be bold – join our Talent Community.


Registada há 9 anos no SAPO Emprego 1438 ofertas anunciadas nos últimos 6 meses

Detalhe da Função

Grow with us #SitelPortugal

Sitel is a global people-driven company that delivers Customer Experiences to the world’s best brands.
Our commitment is to provide the best environment for our associates and allow them to grow and contribute to success.

As an Operations Manager, you will be responsible for managing a full Operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.

The job.

 What we expect from an Operations Manager (OM)

  • Direct involvement in the recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent
  • Reporting to our Site Director, you will be the line management responsibility for Team Managers
  • Preparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews
  • Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI’s
  • Ability to support P&L analyzes and make decisions aligned with Client and Corporate business
  • To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
  • Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development
  • Ensure call monitoring is undertaken in line with CLOE and reported monthly across a representative sample and appropriate action taken to correct any shortfall
  • Management of any Client escalations relating to the Operational team’s performance
  • Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution
  • Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed
  • Takes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilities
What you need to have,
  • Strong verbal and written communication skills in German language.
  • A proficient second language will be a plus (English)
  • Evidence of effective interpersonal, coaching, and leadership skills
  • Good organization/time management skills and problem-solving skills
  • Ability to work with a variety of people from diverse backgrounds
  • Ability to organize and prioritize, set priorities and multi-task
  • Ability to adhere to all organizational policies and procedures
  • Ability to provide feedback in a positive and supportive manner
  • Ability to assess agents’ professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutions
  • Able to effectively use Microsoft applications (i.e.: Word, Excel, PowerPoint, Project, Outlook, etc.)


Education and experience

  • Bachelor’s degree or directly related work experience
  • Previous experience as Operations Manager (minimum 2 years)


Specific Requirements (when necessary)

  • Availability to travel
  • Out-of-hours support
We work hard and reward harder.

We are a growing company that values and recognizes our associates’ effort and talents, and aim to provide memorable experiences and new challenges. Are you ready to join?


Begin your Sitel journey - Apply Today!

Pesquise também por: Operations  |  Manager  |  Lisbon  |  Lissabon


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