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Työnimike: Muu toimistotyön esimies

Työnkuvaus:
Operations Manager / Operations Manager Trainee


Do you want to take a next step in your career in Contact Center/Customer Service -Business?

Webhelp is a Europe's leading business process outsourcing -company and has contact centers across the globe. Come and join our team!

We are looking for an Operations Manager / Operations Manager Trainee who wants to engage and commit to an opportunity for personal growth and/or prepare for a possible career development in the future!

As an Operations Manager / Operations Manager Trainee you would work with our Client(s) and be in charge of the successful delivery of their customer service. We have Clients from different business sectors such as media, insurance, retail and technology.

Our Customer Service operations aim to provide "best in class" service to ensure happy and satisfied customers aligned with the Client's brand promise. The industry is high paced and changing fast, which requires high competence and focus on developing service channels in a digitalizing environment. We are committed to create added value for both our Clients and their end-customers. We work in a multichannel environment enhanced with high level technology to improve customer experience. Working with the world's leading brands set us high quality requirements. Our performance management model is based on the COPC-standard and our processes are proven to be "the best in class" -level. Last year we won the best contact center of the year -competition with an all-time high-score.

The role of Operations Manager is responsible for managing overall operative production and reaching set target levels and ensure the profitability of the assignment. Main tasks consist of driving and developing quality and sales performance, with heavy focus on enhancing and improving customer experience. An integral part of the job, and needed to succeed in the role, is to have an analytical understanding and approach towards operative Contact Center KPI's, with the purpose of continues improvement. The Operation Manager is also the key operative counterpart and point of contact for all Client related matters. From a leadership point of view the candidate is expected to have experience and expertise in coaching, talent management as well as developing and strengthening employee experience. The Operations Manager will have a direct leadership responsibility for Team Manager(s) and is a key player in developing their professional growth and performance.

As an Operations Manager / Operations Manager Trainee you will learn and/or further develop these valuable skills and get new insight in contact center business -management.

You have several years of experience in manager level duties in a contact center / customer service -business. You have a good understanding about the drivers behind the CX and you are well familiar with the KPIs in the CC-environment. You are process-oriented, you like to plan and organize, you are proactive and focused to achieve results. You are analytical: you "love" the data and you know how to use it. You understand the meaning of being a strong change leader and have a natural enthusiasm and commitment on the fact that by your employees it is possible to achieve and exceed your and their objectives. You like to see your team grow and develop.

You have:
 Long experience in customer service manager level duties, sales and finance.
 Great social and verbal skills.
 Good computer skills, as well as good knowledge of MS Office.
 Fluent language skills in Finnish and English, both verbal as well as written.
 Good reviews and references from your leadership and analytical skills.

As an employer Webhelp sets high expectations, but we also offer an exciting and varied work. It is your personality and attitude that is crucial to succeed in the role.

We are either looking for a ready Operations Manager or a person to be trained for the role. The former we are looking also externally, but the possible traineeship-model is primarily targeted to internal applicants. Trainee-period would last 6-10 months after which it possible to be appointed to an Operations Manager -role.

Please send your application as soon as possible since we are eager to fill up this position fast. Please indicate in your application which role (ready / trainee) you are interested in. The interviews will be started during the application period and the selection will be made as soon as we have found a suitable and good match to the requirements. The application period ends at the latest on Wednesday, 31st of July.

If you have some questions, don't hesitate to contact Operations Manager Joonas Ketolainen, joonas.ketolainen (at) nordic.webhelp.com or Account/Country Manager Anu Korhonen, anu.korhonen (at) nordic.webhelp.com.

Kuikka Liisa, Puh: 0408254834, liisa.kuikka (at) nordic.webhelp.com

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C3341

positionTypeCode: directhire

contractTypeCodes_0: fulltime

Työnantajan nimi: Webhelp Finland Oy

source: TIVA