Senior Service Centre Manager

Avis Budget Group; Loures; Presencial; EUR 70 000 - 100 000; Tempo integral

Resumo da oferta

Avis Budget Group in Lisbon is seeking a Senior Service Centre Manager to lead a multi-site European team, ensuring top-tier customer service and performance across partners. You will drive SLAs, KPIs and revenue targets while guiding digital journey improvements.

The role requires strong analytics, coaching, and leadership, with fluency in English and Portuguese/Spanish, plus travel across Europe. This is an on-site position in Prior Velho, Lisbon.

Qualificações

• 5+ years managing multi-site/remote teams.
• Background in contact centre, customer service, sales or operations management.
• Experience managing SLAs, KPIs and business performance.
• Experience working with outsourced/BPO partners.
• Strong analytical, coaching and people leadership skills.
• Ability to analyse reports and data.
• Excellent communication and hands-on problem solving.
• Fluent English and fluent Portuguese and/or Spanish.
• Willingness to travel ~10% across Europe.

Responsabilidades

• Lead, coach and develop a multi-site, multi-cultural team across Europe.
• Drive performance against SLAs, productivity, conversion, ancillary revenue and NPS targets.
• Analyse business and performance reports to identify trends, opportunities and areas for improvement.
• Manage relationships and performance with outsourced/BPO partners.
• Ensure consistent customer service standards across all sites and partners.
• Identify and implement process and digital journey improvements.
• Support onboarding and integration of new European sites and outsource partners.
• Work with European and EMEA stakeholders to deliver a seamless customer experience.

Conhecimentos

5+ years multi-site management

Analytical skills

People leadership

Coaching

Fluent English

Fluent Portuguese

Fluent Spanish

Communication

Problem solving

Travel willingness

Descrição da oferta de emprego

Senior Service Centre Manager, Europe

Location:

Prior Velho, Lisbon.

What will you do?

• Lead, coach and develop a multi-site, multi-cultural team across Europe.
• Drive performance against SLAs, productivity, conversion, ancillary revenue and NPS targets.
• Analyse business and performance reports to identify trends, opportunities and areas for improvement.
• Manage relationships and performance with outsourced/BPO partners.
• Ensure consistent customer service standards across all sites and partners.
• Identify and implement process and digital journey improvements.
• Support the onboarding and integration of new European sites and outsource partners.
• Work closely with European and EMEA stakeholders to deliver a seamless customer experience.

What are we looking for?

• 5+ years of proven experience managing multi-site and/or remote teams.
• Strong background in contact centre, customer service, sales or operations management.
• Experience managing SLAs, KPIs and business performance.
• Experience working with outsourced/BPO partners.
• Strong analytical, coaching and people leadership skills.
• Ability to understand and analyse business performance through reports and data.
• Excellent communication skills and a hands-on, problem-solving approach.
• Fluent English and fluent Portuguese and/or Spanish.
• Willingness to travel approximately 10% across Europe (typically around two days per month).

Why join us?

You'll have the opportunity to shape the digital customer journey across Europe, lead a diverse international team and make a direct impact on customer experience, revenue and operational performance.

Avis Budget Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Lisboa

Lisbon

Portugal