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Head of Operations job in Lisbon at Webhelp Portugal

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Head of Operations at Webhelp Portugal

Head of Operations

Webhelp Portugal Lisbon Full Time
Required languages: English


About Webhelp



Webhelp is a French multinational BPO company that is making business more human for the world's most exciting brands. By choosing Webhelp, you will be part of a community of over 120,000 game-changers from more than 140 locations in 60 countries.

Join us at Webhelp and you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects for some of the most progressive B2C and B2B brands worldwide.





About the job role:



As Head of Operations in Webhelp you have a key role and responsibility to ensure competence and development of all staff, as well as building and developing processes to support the operation, training, and quality in delivering world class customer service. You will coach, lead and manage Operations Managers, Quality Operations Manager and Training Operations Manager. You need to be highly adaptable to change and have the ability to recognize what actions are required short and long term.



You must align your work to the assignment's agreement and the set goals and key targets. Analyzing and evaluating results to reach improvements, are important elements in the role.



As a Head of Operations, you will:

  • Lead the Ops team, training and quality teams in the creation, communication and implementation of the operational strategy ensuring synergies wherever possible
  • Creating and implementing site-based performance strategies ensuring resource and budget forecasts are met
  • Set agreed targets and measure KPI's
  • Work with stakeholders to identify key priorities and opportunities to resolve customer operations process issues and to fully embed change
  • Build and maintain relationships with key areas of the business and externally to ensure success.
  • Assist in the development and maintenance of client relationships and business development between key business partners both within and external to the company.
  • Understand trends in information and analyze to highlight drivers and issues, being able to recommend and implement practical and robust solutions
  • Attend client meetings to promote and sell the benefits of Operations initiatives in place.
  • Assist in the delivery of excellent service ensuring seamless transaction of client processes and procedures.






We are looking for:

  • Fluent in English (C1/C2)
  • Well-structured and self-organized personality
  • Be familiar with the relevant reporting and support systems, both internal and external
  • Demonstrate patience when communicating and solving issues
  • A minimum of 3-5 years manager working experience, preferably from contact center or similar business with good references.




We offer you:

  • Competitive wages (14 monthly payments per year)
  • Meal allowance paid in voucher card (net)
  • Private Health insurance provided by the company
  • Additional benefits
  • Opportunities for career progression and possibilities for an international career through the
  • Webhelp International Mobility Program






Life at our company:

  • Work with a diverse environment with people from over 58 nationalities
  • Benefit from our modern amenities, many discounts in local businesses, company parties and
  • events and much more!
  • We promote inter-company mobility to work at any of our sites around the world
  • New and modern offices in Tagus-Park, Oeiras, Lisbon.






All submissions will be treated confidentially under the General Data Protection Regulation



Webhelp Portugal is an equal opportunity employer.



Webhelp considers diversity as a fundamental resource and it offers everyone access to employment opportunities, regardless of their gender, age, religion, ethnicity, or any other classification protected by applicable national laws.

Recommended Skills

  • Business Development
  • Call Centers
  • English
  • Forecasting
  • Maintenance
  • Patience
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Job ID: ACQ15365