Contact Centre Operations Manager – English Speaker – New Balance NA

Job title:

Contact Centre Operations Manager – English Speaker – New Balance NA

Company:

CPM International

Job description

CPM InternationalCPM International is a globally recognized company specializing in customer experience management and sales force solutions. With a strong focus on delivering exceptional customer service, CPM International helps businesses maximize their operational effectiveness and achieve their goals.Our ClientNew Balance – believes that we are born to move, and they are committed to offering the best innovative products that combine function and fashion, performance, and style. Each international team member plays an important part in supporting the company to share these values with our customers worldwide. We are looking for extraordinary people to join our team, immerse themselves in the brand, and deliver a first-class service to our customers.What will you be doing?We are currently seeking an experienced Operations Manager who is fluent in English and preferably another European language. As an Operations Manager, you will be responsible for overseeing the operations of various client campaigns, ensuring the delivery of high-quality services and driving customer satisfaction. You will lead a team and work closely with different stakeholders to optimize processes, meet performance targets, and maintain strong client relationships.

• Ensure that productivity, service levels , and quality outcomes are consistently delivered to client’s expectations whilst maintaining a positive culture & high levels of team spirit
• Lead, coach, develop, monitor , and build the team
• Propose improvements/changes in current processes to enhance Team efficiency
• Manage resources to reach objectives in an effective and efficient manner
• Manage the relationship with the client and all stakeholders
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustment, and progress
• Coach, mentor & develop your team to deliver exceptional customer service, achieve targets, produce quality calls, meet/exceed agreed productivity and service levels
• Ensure that the development of team members is paramount, through the appropriate use of performance reviews, monthly check-ins, and PDPs
• Proactive approach required
• Last but not least create an engaged, dynamic & motivational atmosphere
• Prepare regular reports and presentations on campaign performance, KPIs, and operational achievements
• Stay updated with industry trends, best practices, and emerging technologies to drive innovation and continuous improvement

RequirementsWhat skills & experience you will bring to us?

• Fluency in English is essential, proficiency in another European language is highly desirable

• Prior experience as an Operations Manager or similar role in a customer service or contact centre environment
• Strong leadership and people management skills, with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and internal stakeholders
• Solid understanding of operational strategies, performance metrics, and process improvement methodologies
• Proven track record in achieving operational targets and driving customer satisfaction
• Strong analytical and problem-solving abilities
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities
• Proficient in using MS Office applications and other relevant software

Must have:

• CX expertise: Prior experience as an Operations Manager or similar role in a customer service / contact centre environment
• E-commerce Specialist: Experience Planning product launches & marketing campaigns to maximize sales
• Digital Experience Specialist: Boost sales with live chat & turn customers into brand advocates through review management (tangible results)

BenefitsWhat do we offer?

• Start date: July
• Contract: Permanent – (2-month probation period)
• Full-time: (39 hours/week)
• Working days/Hours: Monday to Friday – 11:00 am – 8:00 pm
• Salary: 32,000€ gross per year
• Bonus: 450€ gross per month after probation period
• Holidays: 24 per calendar year
• Paid bank holidays + 1 extra day in lieu
• Hybrid work model: 50% office / work from home
• Training: 2 weeks initial training and then on the job training
• Office location: Barcelona (La Sagrera)

Other Benefits:

• Best-in-class people engagement activities and programs
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment
• Employee Assistance Program – Free, confidential, and impartial guidance and support
• Employee Benefits Club – a wide range of exclusive perks and rewards as a valued member of our organisation
• New Balance online discounts 30% off
• Option to sign-up for Discounted Private Health Insurance
• Referral Program – Bring a friend and get a referral bonus
• Access to LinkedIn specialised training & courses

Who we areCPM International has a global2presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the start of their journey within CPM.#wecare#wearecurious#weachievetogether

Expected salary

€32000 per year

Location

Barcelona

Job date

Wed, 19 Jun 2024 22:32:52 GMT

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