Luz Saúde is one of the largest health care groups in the portuguese market. In line with our strategic guidelines we are looking for a:
Contact Center Manager - (m/f)
Oporto | Vila Real | Lisbon
Position Summary
The Manager of Contact Center is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call or messages efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Manager’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
The Manager of Contact Center executes the vision for the operation insuring the Contact Center meets customer and organization needs. The successful Manager is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
Key Responsibilities
· Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
· Responsible for development and administration of 5 M€ annual department budget to attain business goals with operational stability,
· Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
· Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
· Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center Center,
· Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
· Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
· Insure compliance with regulatory guidelines and standards.
Knowledge, Skills & Experience Requirements
· Business or Engineering degree or higher preferred;
· Minimum 5 years of Contact Center or BPO leadership experience;
· Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling;
· Exceptional ability to develop and manage results-oriented recruiting and training programs;
· Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience;
· Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations;
· Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing;
· Computer skills: Agentification, Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred);
· Monthly travel to our Service Centers, Hospitals and Clinics required.
Why joining Luz Saúde?
· Leading private health care group in Portugal;
· Competitive base salary commensurate with experience;
· Career development opportunities;
· Health coverage.
If this position interests you, please send your application by May 24th. Please note that only applications submitted in English will be considered.
