Global Operations Team Manager

Location
Dublin City Centre, Dublin
Salary
EUR50000.00 - EUR55000.00 per annum
Posted
03 Sep 2021
Closes
17 Sep 2021
Ref
BBBH3467
Contact
Gary Morrison
Job Type
Permanent
Hours
Full-time

Our client is a member of the NASDAQ-100, the Forbes Global 2000, Fortune 500 and is ranked among the fastest growing companies in the world. They are a product led digital corporation that provides digital products, digital IT services, including technology, consulting, and operations services.

Your objective will be to manage delivery of BPO / Contact Centre projects onsite at a very prestigious Technology client. The Program is a complex and growing BPO line of business with multiple sub processes. Your role would be to oversee part of the overall program, under the leadership of a Senior Management. You could realistically expect to indirectly manage approx. 60-80 employees, through a team of Team Leads and with some support structure to rely on (Process Experts, Reporting Analysts, Ops support, etc.).

Responsibilities:

  • Meet delivery standards defined in a client SOW, adhere to SLA's, manage teams of Agents, Team Leads & Team Managers, track project milestones, and identify process improvement areas.
  • Strive to achieve and overachieve on client Quality & Productivity metrics.
  • Work towards fulfillment of contractual obligations/completion of deliverables.
  • Lead and manage a through Team Leaders a team of approx. 60-80 associates (BPO, digital marketing, online advertising, contact center, content review domains)
  • Work with the Human Resources Function to drive employee engagement and performance management.
  • Experience managing a multi-lingual, multi-disciplinary BPO / Contact Centre projects.
  • Project management experience.
  • Understanding and passion for online products/services
  • Ability to define projects, execute within timelines and with multiple stakeholders, and deliver projects on time and to budget.
  • Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment
  • Results oriented, self-starter and highly focused

Requirements:

  • 4+ years of People Management and service delivery experience
  • Consultative management style, creative thinking with a pragmatic approach.
  • Experience with onsite/offshore model and working in a multicultural environment.
  • Experienced working collaboratively with internal key stakeholders, including Corporate Functions.
  • Lean/Six Sigma qualification and/or Data Analytics Certification

Benefits:

  • Performance based bonus scheme.
  • Rewards scheme.
  • The opportunity to work with a leading global tech company.

For more information contact Gary Morrison on 01-6455221 or gary.morrison@manpower.ie.