Service Centre Manager

Avis Budget Group; Portugal; Presencial; EUR 75 000 - 110 000; Tempo integral

Resumo da oferta

Avis Budget Group is seeking an experienced Service Centre Manager, Europe to lead our Voice Quick Pass operation across multiple European sites and outsourced partners, overseeing a team of 70 to 100 FTE from Prior Velho, Lisbon.

The role focuses on delivering an outstanding digital customer journey, driving performance and maximising ancillary revenue, with responsibilities including mentoring a multi-site team, managing SLAs and KPIs, and collaborating with stakeholders across Europe.

Qualificações

• 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.
• Excellent communication skills and a hands-on, problem-solving approach.

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 and opportunities.
• 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

Multi-site team leadership

Contact centre management

Customer service

Operations management

Data analysis

Coaching / people leadership

Stakeholder management

Communication skills

Travel readiness

Descrição da oferta de emprego

Service Centre Manager, Europe

Location: Prior Velho, Lisbon.

We are looking for an experienced Service Centre Manager, Europe to lead our Voice Quick Pass operation across multiple European sites and outsourced/BPO partners, overseeing a team of 70 to 100 FTE.

This is a key leadership role within our European Operations team, focused on delivering an outstanding digital customer journey, driving performance and maximising ancillary revenue.

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