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Operational Support Director
Barcelona

About the Role

This is a fantastic opportunity for someone who has a strong background with looking after the support functionality for an Operation based within a Contact Centre, ensuring that productivity, service levels and quality outcomes are consistently delivered to identified client expectations. Ensuring the smooth running of the Training, Recruitment, Facilities and IT departments.

Our client are wishing to appoint an Operational Support Director into their rapidly expanding team based in Barcelona within a multilingual Contact Centre.

Basic salary of €90,000-€100,000 + Excellent Benefits

You will work and manage across varies departments across the business ensuring that the Contact Centre is operating efficiently and productively utilising data and technology to drive forward strategy and business improvements.

Reporting into the Managing Director you will take budgetary responsible for the operation, identifying and resolving problems, creating best practices and identifying improvements in systems and customer experience. 

  • Manage department heads, ensuring that service delivery and response across all contact mediums is competently conducted.
  • Optimises skill levels across the Contact Centre to ensure that (where appropriate) department heads and management can competently handle the full range of Campaign demands.
  • Ensure that all quality assessments across the Contact Centre meet and exceed client demands, and provide visibility and measurement of team and individual performance.
  • Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.
  • Managing appropriate budgetary and fiscal performance, including input on quarterly and annual planning and re-forecasting processes.


Please contact Kelly Bristow DDI. 01905 330 783


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