Senior Operations Manager for Airbnb - Portugal

  • Full-time
  • 1-5 vagas
  • Expira em 21 dias
  • €12000-€20000
  • Full-time
  • 1-5 vagas
  • Expira em 21 dias
  • €12000-€20000
  • Lisboa
  • Contact Centers, Telemarketing, Gestão de Projectos, Atendimento ao Cliente

Sitel Portugal

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints. With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

O que procura nos candidatos

As a Senior Operations Manager in this project, your daily responsibilities will include:

  • Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
  • Line management responsibility for campaign Operations Managers.
  • Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.
  • Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
  • Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
  • Management of any campaign migration or new business implementation.
  • 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.
  • Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
  • Co-ordination of responses to any client change control requests.
  • Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
  • Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
  • Management of any client escalations relating to the Operational team’s performance.

Que funções irão desempenhar

To succeed in the role, you will need to have:

  • Native our proficient English (mandatory)
  • Other European language will be a plus
  • Four or more year’s directly related experience including two or more years Team Management experience.
  • Track record demonstrating successful customer relationship management.
  • At least 12 months of experience as Operations Manager.
  • Strong leadership skills with ability to manage large groups of people.  
  • Strong verbal/written communication and facilitation skills.  
  • Strong interpersonal skills. 
  • Customer relationship management skills. 
  • Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
  • Effective problem solving skills.
  • Must hold EU citizenship or valid work permit for Portugal
  • Be a local candidate or willing to relocate to Portugal

 

Education and experience

  • Degree in Business Administration/Management or equivalent combination of education and directly related experience.
  • Previous relevant experience as Operations Manager

 

Specific Requirements (when necessary)

  • Availability to travel
  • Out-of-hours support

Quais os benefícios oferecidos

Benefits.

 

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

 

  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our SitelFit wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture

 

Join the #SitelLife

 

Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity. You choose where you want to go; we help you get there!

 

Apply today!

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