Contact Centre Operations Manager - English Speaker - New Balance NA

CPM International

CPM 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.

Tasks

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 highquality 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 andquality outcomes are consistently delivered to clients 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 checkins 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

Requirements

What 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 problemsolving abilities
• Ability to work in a fastpaced 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
• Ecommerce 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)

Benefits

What do we offer

• Start date: July
• Contract: Permanent (2month probation period)
• Fulltime:(39 hours/week)
• Working days/Hours: Monday to Friday 11:00 am 8:00 pm
• Salary: 35000 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:

• Bestinclass people engagement activities and programs
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a highgrowth 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 signup for Discounted Private Health Insurance
• Referral Program Bring a friend and get a referral bonus
• Access to LinkedIn specialised training & courses

Who we are

CPM International has a global2presence in over 30 countries. We offer multilingual support in various languages tailormade to the needs ofourdiverse 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.

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