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Senior Service Centre Manager, Europe
Location: Prior Velho, Lisbon.
We are looking for an experiencedSeniorService Centre Manager, Europe to lead our Voice Quick Pass operation across multiple European sites and outsourced/BPO partners, overseeing a team of70 to 100 FTE.
This is a key leadership role within our European Operations team, focused on delivering an outstanding digital customer journey, driving performance and maximising ancillary revenue.
What will you do?
Lead, coach and develop amulti-site, multi-cultural team across Europe.
Drive performance againstSLAs, productivity, conversion, ancillary revenue and NPS targets.
Analyse business and performance reports to identify trends, opportunities and areas for improvement.
Manage relationships and performance with outsourced/BPO partners.
Ensure consistent customer service standards across all sites and partners.
Identify and implementprocess and digital journey improvements.
Support the onboarding and integration of new European sites and outsource partners.
Work closely with European and EMEA stakeholders to deliver a seamless customer experience.
What are we looking for?
5+ years of proven experience managingmulti-site and/or remote teams.
Strong background incontact centre, customer service, sales or operations management.
Experience managingSLAs, KPIs and business performance.
Experience working withoutsourced/BPO partners.
Strong analytical, coaching and people leadership skills.
Ability to understand and analyse business performance through reports and data.
Excellent communication skills and a hands-on, problem-solving approach.
Fluent English and fluent Portuguese and/or Spanish.
Willingness to travel approximately10% across Europe (typically around two days per month).
Why join us?
You'll have the opportunity toshape the digital customer journey across Europe, lead a diverse international team and make a direct impact on customer experience, revenue and operational performance.