Job Summary
We are a multicultural company collaborating with employees from different nationalities and hubs in every continent. We offer a great work environment, modern offices, a dynamic and young approach, with true career opportunities. Webhelp is a global business process outsourcer, with more than 140 locations in over 35 countries.
Our people speak more than 40 languages, serving clients belonging to the top 500 business companies in all kind of sectors such as IT, telecommunications, e-commerce, automotive and financial services.
Across the world, more than 50,000 people make up the Webhelp family.
As an Operations Manager you will be responsible for the day-to-day management of the department. You will represent Webhelp and therefore are required to maintain the highest level of professionalism at all times.
It is important to meet deadlines in a sometimes-stressful work environment. You must have strong analytical skills with in-depth knowledge of Excel, added with the high management skills in order to ensure that technology is utilized to a maximum and that staff are well-organized and productive. Assess contact center needs when new prospects are been evaluated.
Planning and Strategy 10%
Ensuring data collection and analysis serving as the foundation of the staffing process and have a close view on RTA work.
Identify the impacts of attrition cycles on the staffing forecast
Staffing 20%
Identify reaction strategies for both overstaffing and understaffing
Conduct effective resource planning to maximize the productivity of resources (people, technology)
Support hiring and training planning to maintain high customer service standards
Identify steps to take when service goals are missed
Identify reward and consequence programs that support adherence goals
Coordinate training requests with the Training and Quality departments
Reporting 50%
Prepare and analyze staffing reports about absenteeism rates, attrition, staff hours and attainment
Collect and analyze contact center statistics (sales, costs, opportunities, customer service metrics)
Prepare the weekly deck for the conference call with the client
Prepare the Internal Report for the weekly conference call with Webhelp management
Prepare the monthly scorecard for all agents
Analyze effectiveness and productivity
Assist with the preparation of the Quarterly Business Review
Evaluate performance with key metrics (accuracy, call-waiting time)
Management 20%
Coordinate the workload and workflow of the Management team
Monitor and improve ordering, telephone handling and other procedures
Assure compliance with all regulatory standards
Develop objectives for the contact center's day-to-day activities
Assume responsibility of budgeting and tracking expenses
Our offer:
Full time shift
International working environment
Health Insurance
Dental Insurance
Knowledge & Key Skills required
Education/Background
Very good knowledge of MS Office
High level of English (spoken & written)
High level of Spanish (spoken & written)
Degree in administration or mathematical background (preferred)
Bachelor's degree of an accredited university preferred
Management background
Previous experience
Previous Management Position, logistics or any other position in organization
Three (3) years' experience as contact center manager or similar position
Understanding of Customer service operations
Working experience with costumer service KPIs like: CSAT /NPS/ AHT
Experience from developing and mentoring team managers
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Solid understanding of reporting and budgeting procedures
Personal abilities
Excellent organizational & communication skills
Leadership skills with problem-solving ability
Logical mind & business awareness
Logical sense for numbers and trends
Excellent knowledge of MS Office
Ability to work under pressure to meet deadlines
Flexibility
People person
Positive and patient
Webhelp is an Equal Employment Opportunity Employer
*The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.*
