Contact Center Operations Management Support

Accenture Portugal; Lisboa; Sur place; EUR 22 000 - 30 000; Plein temps

Résumé du poste

Accenture Portugal is seeking an Operations Specialist to oversee the day-to-day management of outbound campaigns, including data, agents, priorities, and contact rules, in Lisbon. You will coordinate the launch, modification, and closure of sales campaigns, ensuring accurate segmentation, offers, and procedures, while monitoring key KPIs to identify gaps and opportunities.

The role also involves ensuring regulatory and data protection compliance, supporting Contact Center teams with training

Qualifications

• Minimum of 1 year of experience in Contact Center operations, outbound campaigns, telesales, or commercial operations.
• Experience in monitoring commercial and operational KPIs, such as conversion, productivity, contactability, and quality.
• Fluency in Portuguese and an advanced level of English; Spanish is a plus.

Responsabilités

• Oversee the daily operation of outbound campaigns, including customer databases, agent activity, productivity, priorities, and contact rules.
• Coordinate the launch, modification, and closure of sales campaigns, ensuring accurate segmentation, offers, and procedures.
• Monitor and analyse key commercial and operational KPIs, identifying performance gaps and improvement opportunities.
• Identify operational, data, contactability, and tool-related issues and coordinate their resolution with relevant stakeholders.
• Monitor call quality and ensure compliance with sales procedures, quality standards, legal requirements, and data protection guidelines.
• Prepare and update training materials, procedures, briefings, and operational documentation, providing support to Contact Center teams.
• Act as the operational point of contact between the client and the Contact Center provider, coordinating with internal teams and following up on operational and customer-related issues.

Connaissances

Portuguese language

English language

Spanish (nice to have)

Description du poste

• Oversee the daily operation of outbound campaigns, including customer databases, agent activity, productivity, priorities, and contact rules;
  
• Coordinate the launch, modification, and closure of sales campaigns, ensuring accurate segmentation, offers, and procedures;
  
• Monitor and analyse key commercial and operational KPIs, identifying performance gaps and improvement opportunities;
  
• Identify operational, data, contactability, and tool-related issues and coordinate their resolution with relevant stakeholders;
  
• Monitor call quality and ensure compliance with sales procedures, quality standards, legal requirements, and data protection guidelines;
  
• Prepare and update training materials, procedures, briefings, and operational documentation, providing support to Contact Center teams;
  
• Act as the operational point of contact between the client and the Contact Center provider, coordinating with internal teams and following up on operational and customer-related issues.
  
• Minimum of 1 year of experience in Contact Center operations, outbound campaigns, telesales, or commercial operations.
  
• Experience in monitoring commercial and operational KPIs, such as conversion, productivity, contactability, and quality.
  
• Fluency in Portuguese and an advanced level of English; Spanish is a plus.