Operations Manager for Webhelp

OPERATIONS MANAGER

We are currently looking for an Operations Manager for our Webhelp office in Gothenburg.

As an Operations Manager in Webhelp you have a key role and are responsible to lead, coach and follow up team leadership within your assignment. You must align your work to the client’s requirements as well as global standards and internal procedures. Analyzing and evaluating results to drive and deliver stable results whilst working effortlessly on improvements are key elements of your everyday work. You are responsible for financial budgeting, operational performance and follow-up as well as employee and client satisfaction. Your mission is to secure a thriving, profitable, and efficient place to work.

WE BELIEVE THAT YOU ARE...

..an organized, precise and solid communicator with leadership skills and a result and quality oriented mindset. You have previous experience from working towards goals, a desire to grow and the capability to lead a team. In this role it is important to be a self-driven manager who can operate a team in a vivid and fast-growing international company with a game-changing atmosphere. We believe that you can combine people skills with business skills in an excellent way. You are adaptable to changes and have experience of working with different kinds of organizational changes.

Main job duties include:

- Responsible for development and follow-up of direct reports and support functions in the assignment; training, introduction and coaching
- Execute salary revision and assignment specific bonus models for direct reports
- Responsible for cost efficient staffing in the assignment, and secure ordering of recruitment according to recruitment procedures
- Secure a good working environment, physically as well as psycho-socially
- Responsible for running the assignment according to labor legislation and for following collective agreements
- Responsible for communicating to direct reports about the company’s and the assignment’s targets, results, values, guidelines, policies, and securing that the communication works and reaches all parts in the chain
- Develop and retain a close and constructive relationship with the client
- Develop and retain branch knowledge as well as client specific knowledge
- Being the contact person for the assignment and answering delivery related questions from the client


Requirements:

- High school degree or equivalent
- University degree (Commerce, Management, Business) or similar is a merit
- Fluency in English and Swedish
- A minimum of 5 years working experience, preferably from contact center
- A minimum of 3 years’ leadership experience, preferably from contact center
- COPC Implementation Lead certificate is a merit


To fulfill the role, you have strong leadership skills. Your leadership is adaptable to changing situations and conditions where it is natural for you to recognize what actions are required - both short and long term. Important elements in the role are to analyze and evaluate the results of the production to secure right targets and improvements, as well as a thriving, efficient and profitable business.

Brilliant communication and understanding of employees, the business and customer/client requirements is also necessary. We expect you to have experience from a similar role and to be proficient in business planning in order to build financial projections, charts and reports. You also have relevant IT competencies.

You thrive in situations where keeping your head straight is important to not lose focus on the objective. You will be overall responsible for all client requirements and client satisfaction in general.

About Webhelp:

Webhelp is a great place to work. It's a place where you will be surrounded by people who are truly dedicated to serving customer needs. We work flexibly together in a fast-paced environment creating innovative services and processes that are transforming and redefining the ways people experience customer support.

It's a diverse place, where we work on a Nordic scale but where we build strong personal relationships with colleagues across the world. We have a long-term plan that will allow our business to grow sustainably and create development opportunities for those who want to take them.

And it's a place where you will be given many opportunities to challenge yourself so that together with your team, you will push the boundaries of innovation and drive our business forward. You will work in teams who will stick with you and support you when you need them most.



Start: According to agreement
City: Gothenburg
Contract: Fulltime with 6 months trial period
Working hours: Office hours
Last application date: 16.12.2020

Making business more human for the world’s most exciting brands

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 50,000 game-changers from more than 140 locations in 36 countries. Each one determined to bring their own intelligence, empathy and experience to the table every day. Webhelp invests in people and the environment they work in, because they know that when people thrive, it has a powerful impact on them, their customers and on their partners’ business.

Webhelp believes that making business more human leads to a better customer experience - and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,4B in 2018, and aims for a global leadership position.

Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.

More information can be found at www.webhelp.com (http://www.webhelp.c...