Service Centre Manager

Portugal Sovial Sociedade De Viaturas De Aluguer Lda; Viseu; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Avis Budget Group is seeking an experienced Senior Service Centre Manager for Europe, based in Prior Velho, Lisbon. You will lead a diverse, multi-site team of 70–100 FTE across Europe, driving a superior digital customer journey while maximizing ancillary revenue and customer satisfaction.

You will coach and develop teams, manage SLAs and KPIs, and work with outsourced/BPO partners to ensure consistent service standards. Travel about 10% across Europe is expected.

Qualificações

• 5+ years of experience managing multi-site or remote teams in a service or operations environment.
• Proven ability to drive SLA, KPI and revenue performance.
• Experience working with outsourced/BPO partners and multi-cultural teams.

Responsabilidades

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

Conhecimentos

Multi-site team leadership

Customer service management

Analytics & reporting

Communication skills

English fluency

Portuguese/Spanish fluency

Descrição da oferta de emprego

Senior Service Centre Manager, Europe Location: Prior Velho, Lisbon. We are looking for an experienced Senior 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 A vehicle rental provider of choice for travelers around the world, Avis Budget Group is powered by our people, our partners, and technology. We operate some of the most recognized brands in the industry through Avis, Budget, and Zipcar, along with local brands such as Payless, France Cars, Apex, and Maggiore.