Multicibles is currently looking for a Operations Manager, experienced in offshoring and with a very good level in english.
Context of the job :
The Client Operations Manager manages different projects from a P&L and operational perspective and manages the client relationship.
He/she is able to handle complexity and find solutions to common operational issues, communicates with colleagues and manages the client relationship in a professional and efficient way and ensures follow up of actions and plans. He/she has a passion for process improvements and finds ways to convince others to reach team objectives.
The Client Operations Manager has a team of Team Coaches. He/she develops and supports them in terms of knowledge and tools in order to reach the operational goals and to ensure a good working environment and atmosphere.
He/she collects information and is able to build reports on a daily/weekly/monthly basis in order to inform senior management on operational, financial and quality performance accompanied by a good analyses of the situation.
He/she is a key player in building a great team spirit, gets feedback from the team and from the client and aligns and consolidates the inputs. He/she is thus able to show real added value and work in a proactive modus towards the customer always keeping in mind Newco’s values and interests.
Key accountabilities
- Project implementation and optimisation
- Process optimisation
- Financial, operational and quality performance
- Reaching Service Levels and KPI´s in accordance with the existing agreements
- Leading by example; people management of the team leaders
Building and maintaining a good customer relationship
Competence profile
Required educational level
Bachelor degree or equal through experience
Required previous professional experience
3 year to 5 years’ experience in an operational customer service environment.
Preferably relevant experience in support or managerial functions in a call center environment
Required technical & professional skills
Influence & persuasion: having the ability to convince others in order to gain buy in, support and commitment.
Passion for people
Good communicator: obtains and uses all relevant information from a variety of sources. Able to translate information towards staff/customer/managers…
Concern for quality and accuracy: demonstrates a commitment to quality of the job; completes assignments in an accurate and thorough manner; processes work that meets with the business standards.
Planning and work organisation: Prioritizes carefully; plans how to deal with peaks and troughs in workload; uses plans to manage workload on a daily basis for the team and own job; anticipates obstacles and issues when drawing up plans.
Analytical thinking and problem solving: identifies problems and tackles them in a logical, step-bystep way; recognizes significant information; gathers and co-ordinates relevant data; diagnoses possible causes of problems, resolves them in accordance with procedures, escalates to the right person at the right moment and ensures the follow-up
Academic & trades qualifications:
Masters Degree
Proficiency in French, English, both written and verbal
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