Bilingual Operations Manager - Spanish/French (France)

Tampa Bay Online; Paris; Hybride; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Tampa Bay Online is seeking an Operations Manager who is a native Spanish and French speaker to lead a France-based third-party operations team. You will oversee day-to-day processes, manage performance metrics, and coach a team of ops executives to deliver quality service and timely responses.

You will build strong relationships with agents and partners, conduct regular performance Reviews, and drive process improvements to reduce escalations and boost customer satisfaction.

Qualifications

• Leadership experience managing a team is strongly preferred.
• Strong working knowledge of MS Office products.
• Strong team-player and cross-personality collaboration.
• Proven performance management and coaching techniques.
• Ability to inspire culture and coach teams to excel.
• Excellent organizational and analytical capabilities.
• Strong problem-solving and sound judgment.
• Outstanding written and verbal communication skills.
• Passionate about improving customer service and reducing escalations.

Responsabilités

• Oversee day-to-day processes and manage team members.
• Ensure SLAs, FRT, CES and Quality Score are met by optimizing resources.
• Provide feedback and coaching to Ops Executives.
• Conduct weekly team meetings and 1:1s with direct reports.
• Review performance through quarterly evaluations with agents.
• Mentor agents and identify growth opportunities.
• Drive process improvements to increase productivity and satisfaction.
• Provide training input and contribute to curriculum and performance initiatives.
• Build positive relationships with agents, stakeholders and partners.

Connaissances

Leadership

MS Office

Team player

Performance management

Coaching

Organizational skills

Analytical skills

Communication skills

Customer service orientation

Description du poste

Tampa Bay Online is seeking an Operations Manager who is a native Spanish and French speaker to lead a France-based third-party operations team. You will oversee day-to-day processes, manage performance metrics, and coach a team of ops executives to deliver quality service and timely responses.

You will build strong relationships with agents and partners, conduct regular performance Reviews, and drive process improvements to reduce escalations and boost customer satisfaction.