Bilingual Operations Manager (FR/ES) – Remote Spain

Tampa Bay Online; Madrid; Híbrido; EUR 50.000 - 65.000; Jornada completa

Descripción de la vacante

Tampa Bay Online is seeking an Operations Manager fluent in French and Spanish to lead a remote team based in Madrid. You will coach and develop staff, review quality assurance, and drive performance across SLAs and service metrics.

Responsibilities include managing day-to-day processes, conducting weekly team meetings and 1:1s, analyzing performance data, and coaching agents to improve customer service and reduce escalations.

Formación

• Must have strong leadership experience managing a team
• Excellent working knowledge of MS Office products
• Strong team-player attitude and ability to work with diverse personalities
• Proven performance management and coaching skills
• Passionate about coaching and mentoring to elevate team performance
• Strong organizational and analytical skills with attention to detail
• Critical thinking and problem-solving abilities for urgent issues
• Excellent oral and written communication, professional demeanor
• Committed to improving customer service and reducing escalations

Responsabilidades

• Lead and coach a team of agents, ensuring adherence to QA standards and performance goals
• Manage day-to-day operations and assigned duties; optimize processes
• Provide feedback and coaching; conduct one-on-one meetings and quarterly reviews
• Monitor and ensure SLAs, FRT, CES, and Quality Score are met through effective resource management
• Conduct weekly team meetings and individual check-ins; review performance reports
• Identify root causes of service issues and drive improvements to prevent escalations

Conocimientos

Leadership

MS Office

Team player

Performance management

Coaching

Organizational skills

Analytical skills

Critical thinking

Problem solving

Communication

Customer service

Descripción del empleo

Tampa Bay Online is seeking an Operations Manager fluent in French and Spanish to lead a remote team based in Madrid. You will coach and develop staff, review quality assurance, and drive performance across SLAs and service metrics.

Responsibilities include managing day-to-day processes, conducting weekly team meetings and 1:1s, analyzing performance data, and coaching agents to improve customer service and reduce escalations.