Operations Senior Manager

University degree in Business Administration, Engineering, Economics, or related fields.

Master's or postgraduate degree in Digital Transformation, Technology, Project Management, AI, Data Analytics, or related fields is desirable.

Experience

• More than 6 years of experience in Contact Center operations leadership.
• Experience managing operations and teams of more than 300 people.
• Experience in operational transformation and efficiency improvement.
• Experience managing telco accounts, cross-selling, and consultative selling is desirable.
• Experience applying AI models for productivity improvement is desirable.
• Experience in international environments and management of transversal processes is desirable
• Global vision
• Flexibility and openness to change
• Critical and innovative thinking
• High level of autonomy
• Executive communication, transversal influence, and negotiation skills
• Results orientation and analytical capacity
• Ability to make data-driven decisions  Attention to detail and continuous improvement

English (Minimum B2 level), Portuguese will be valued.

Servinform, a leading company in outsourcing services, with a presence in Spain, Europe, and LATAM, is looking to hire a Contact Center Operations Director to lead the business line, driving efficiency, growth, and the evolution of the operating model in a dynamic and international environment.

Lead and develop the business line, guaranteeing operational excellence, profitability, and sustainable growth. Lead the operating model, drive transformation, and ensure a high-value service for clients. Direct impact on profitability, operations, and the global operating model.

Guarantee operational excellence:

-Lead the global contact center operation for various services.

-Lead and implement the operating model, ensuring efficiency and scalability.

-Guarantee compliance with SLAs, service quality, and business objectives.

-Supervise budget control, costs, and profitability of the line, through productivity improvement and the application of automation and continuous improvement processes (Pax).

-Exceed the financial budget established by the company up to the operating margin. Identify opportunities for growth, improvement, and optimization.

-Leveraging and alignment of transversal areas (WFM, Training, QA...)

-Standardization of processes and metrics for assigned services.

-Guarantee customer satisfaction by maximizing service quality.

Project management and control:

-Supervise the correct execution of services and contractual compliance.

- Define KPIs and dashboards for business and operations monitoring.

Leadership and team management Direct multidisciplinary teams:

-Coordinate operational structures in multicultural environments.

-Size teams according to business needs and evolution.

-Drive a culture oriented towards results, efficiency, and quality.

-Develop talent and leadership within the organization.

Availability to travel nationally or internationally