Senior Operations Manager - Client Growth (Lisbon)

Convergys; Lisboa; Híbrido; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Convergys in Lisbon is seeking an Operations Manager II to lead a group of Operations Managers and Team Leaders, focusing on coaching, client relationships, and profitability. You will ensure training, staff development, and performance management while maintaining service level agreements across programs.

The role requires strong English proficiency and extensive leadership experience, with a track record of coaching teams and driving continuous improvements in a fast-paced environment.

Qualificações

• English C1 level is mandatory.
• Associate's Degree preferred with more than ten years of experience, including two to four years in Progressive Management.

Responsabilidades

• Coach and supervise a group of Operations Managers and Team Leaders.
• Grow revenue of programs and ensure profitability including revenue, margins, billing, seat utilization and retention.
• Ensure training, staff development, and employee relation/recognition programs are proficient.
• Lead performance management for direct reports and develop action plans to improve operations.
• Maintain client relationships and ensure satisfaction; monitor SLAs and drive improvements.
• Collaborate with Business Development to leverage and expand new business from clients.
• Conduct regular one-on-ones to review performance and provide developmental support.
• Foster a positive work environment and resolve employee relations issues promptly.
• Participate in cross-functional meetings with HR, Quality, WFM, TA to define action plans.

Conhecimentos

English Proficiency

Leadership

Coaching

Process Improvement

Communication

Formação académica

Associate's Degree

Descrição da oferta de emprego

Convergys in Lisbon is seeking an Operations Manager II to lead a group of Operations Managers and Team Leaders, focusing on coaching, client relationships, and profitability. You will ensure training, staff development, and performance management while maintaining service level agreements across programs.

The role requires strong English proficiency and extensive leadership experience, with a track record of coaching teams and driving continuous improvements in a fast-paced environment.