Operations Manager- French/Spanish Native speaker- Spain (Marzán)

Key Expectations

• Responsible for developing employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance.
• Manages day-to-day processes and other duties as assigned.
• Ensures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively.
• Provides feedback and coaching to Ops Executive.
• Assess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals.
• Proactively coach on upcoming issues or other potential escalation items before they become escalations.
• Ensuring Ops Executive are kept up-to-date and have expert-level knowledge in dealing with agent’s partner.
• Prepare for and conduct weekly team meetings and 1:1 meeting with each direct report.
• Review performance reports with ag...