Operations Manager - Milan, Italy
Learn, Lead & Grow at Sitel GroupWe believe experiences are everything, and that happy associates are successful ones.
That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves. About Sitel GroupAs a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group partners with the world's best-loved brands, from Fortune 500 companies to local startups, to build stronger relationships with their customers by creating meaningful connections that boost brand value. With 100, 000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 4. 5 million times every day in 50+ languages.
Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints.
Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience. Come and work with us. We are looking for a talented and accomplished Operations Manager to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals. As an Operation Manager in this project, your daily responsibilities will include:Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issuesPreparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviewsUndertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI'sAbility to support P&L analyzes and make decisions aligned with Client and Corporate businessTo ensure actions from Employee Satisfaction survey are implemented and continuously reviewedOverall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career developmentManagement of any Client escalations relating to the Operational team's performanceApply process for tracking of customer/ client satisfaction and complaints in terms of response and resolutionEnsure process audits are completed quarterly for each customer-related transaction and improvement plans agreedProvide clear direction to Call Center Supervisors and team members to drive organization strategies and initiativesTakes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilitiesTo succeed in the role, you will need to have:Bachelor's degree or directly related work experienceFluency in Italian (at least C1) both verbal and writtenStrong English verbal and written communication skills (mandatory)Minimum of 2 years previous Call Center experienceEvidence of effective interpersonal, coaching, and leadership skillsGood organization/time management skills and problem-solving skillsAbility to work with a variety of people from diverse backgroundsAbility to organize and prioritize, set priorities and multi-taskAbility to adhere to all organizational policies and proceduresAbility to provide feedback in a positive and supportive mannerAbility to assess agents' professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutionsAble to effectively use Microsoft applications (i. e.
: Word, Excel, PowerPoint, Project, Outlook, etc.
)Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting. Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired resultsSpecific Requirements (when necessary):Availability to travelOut-of-hours supportBenefits. What's in it for you?
We give our people the tools and the freedom to learn, grow, have fun and be themselves. Competitive wages and stabilityContinuous investment in training and personal developmentContinuous learning/development opportunities and competitive career opportunitiesPrivate healthcare & dental insuranceA safe, friendly, creative, innovative and technological organizationInternational and multicultural environment (celebrations, our SitelFit wellness program, initiatives to develop your skills and events to increase the team spirit)Join the #SitelLifeOur success lies in our diversity, and our differences are our strength.
We are an equal opportunity company and we value and respect diversity.
You choose where you want to go; we help you get there!Apply today!
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