Webhelp is a leading European business process and customer experience services provider. Headquartered in Paris and backed by GBL (the second largest listed investment fund in Europe), Webhelp generates revenues over 2 billion € to and has been growing rapidly over the past years through both organic growth and Mergers & Acquisitions.
By choosing Webhelp, you’ll not only be joining a dynamic fast-growing company (born 20 years ago, Webhelp is originally a French successful start-up which has now become an international group serving its clients) but also the passion and experience of 100,000 game-changers from more than 140 locations in 45 countries. Webhelp client portfolio includes large B2C companies such as digital economy (“GAFA”-like) players, telecom operators, utilities players, retailers, etc…

We are currently looking for Operations Manager, who will work at our Albanian office, in Tirane, Arena Center.

The Operations manager ensures production implementation and improvement.

According to the organization, he / she sets the objectives with the subsidiary / site and Customer accounts managements to answer client expectations and in line with the subsidiary and Group strategy.

He / she guarantees of the quality of the customer relationship by ensuring compliance with norms and internal processes.

He / she manages, supervises and supports the team to ensure the development of sales revenues and develops the skills of his/her employees for this purpose.

Main activities

1. Production management (profitability/margin, volume, productivity, quality)

·        Analyze results and profitability of production activities compared to the objectives to identify improvement levers

·        Follow margins / efficiency and make the adjustments necessary on the perimeter

·        Analyze the recruitment forecast and ensure optimum use of available production positions and associated resources

·        Manage the implementation of action plans

·        Ensure the compliance with processes and quality standards (ISO, NF345, LRS)

·        Follow turnover, absenteeism and drive the necessary action plans

·        Ensure the availability of means of production (equipment, tools and technical)

·        Validate the administrative elements of the project (billing, compensation, leave ...)

·        Oversee and manage set ups

·        Anticipate the medium- and long-term evolution of the working and business environment

·        Ensure the implementation of group projects

2. Client management

·        Pilot reporting requirements of the project / projects

·        Supervise, prepare and conduct steering committees and customer visits

·        Initiate, supervise and participate in workshops to bring added value to clients

·        Contribute to the welcoming of clients and / or prospects during site visits

·        Present Webhelp offers

·        Manage the client in the absence of the business unit or by express delegation

3. Team management

·        Lead, manage, motivate and gain teams loyalty

·        Relay the Group strategy to the team and communicate on the overall objectives regarding the production scope

·        Coordinate and evaluate collaborators, define their development axis and support their rise in competences

·        Identify, synthesize the training needs of co-workers

·        Contribute to the promotion process (Assessment Center)

Requirements

·        Minimum requirements - High School Diploma; English and Italian fluency

·        Strong reporting skills and use of the relevant tools, especially excel

·        At least 3 years proven experience in a fast-paced contact center with focus on targets

·        Team player who shares information and best practices with his colleagues and superiors

If you think you are suitable for this position and like the challenges, then send your CV putting "Operations Manager" in the object to the address: recruitment.al@webhelp.com 

• Μοιραστείτε το :