OPERATIONS MANAGER

Descripció de l'oferta

Forcontact Europe SA, a Swiss company specializing in Business Process Outsourcing, has been looking for a talented and experienced Project Manager to support the business in shaping and delivering our outsourcing services, such as Customer Service and Business Process Outsourcing Services, mainly in the e-commerce area. In your role, you will be responsible to define, manage and run a set of projects of different sizes and complexity. You will act as a partner for one or more Clients, working closely with business teams, other Forcontact functions, and operational sites to ensure successful planning and delivery of our services, in alignment with our global quality strategy. You will be required to work in a global environment in a highly virtualized and distributed team, using collaboration tools such as ticket management systems, chats, and a wiki.

Detall de les funcions del lloc de feina

As a Senior Manager you are expected to: manage projects with a high level of complexity, run multiple projects in parallel, build and coordinate the appropriate teams with a high level of autonomy, whether locally or remotely, build a strong and trustworthy relationships with the business stakeholders, and communicate appropriately to senior management, coach and grow delivery managers in the team KEY RESPONSIBILITIES: Deliver assigned initiatives in Customer Service for the Clients in alignment with the global strategy of our company Act as the primary contact person for the assigned initiatives, Understand business needs, support definition of clear business requirements, support prioritization of the requests and decision making Contribute to scrum team meetings, define or review stories and epics according to business needs and technical feasibility Apply financial discipline in the managing project budget, keeping costs under control at all times Monitor and report on portfolio status and on projects execution Ensure quality control throughout the project lifecycle Maintain and execute proper communication with different stakeholders to ensure Client engagement and strong relationship. QUALIFICATIONS: (Minimum Qualifications Required): Minimum of a Bachelor's degree or equivalent education and experience required; 2+ years experience in implementing successful Customer Service management projects; Strong knowledge of collaboration and PM tools such as scheduling, collaboration/defect tracking, knowledge-sharing tools; Experience in a complex, fast-paced, distributed-team environment; Experience in delivering integration projects is required; Good systems analysis skills and good knowledge of requirements management; Good knowledge of the eCommerce functions and the life cycle; Strong communication (verbal and written) and comfortable taking initiative and handling multiple projects simultaneously; High proficiency in written and spoken English, essential for coordination of cross-border teams; Good organizational skills of self and others’ work; it is also necessary to speak italian and english Passionate for people development and team management.

Requisits

• Experiència 2 anys. Qualifications: (minimum qualifications required): minimum of a bachelor's degree or equivalent education and experience required; 2+ years experience in implementing successful customer service management projects; strong knowledge of collaboration and pm tools such as scheduling, collaboration/defect tracking, knowledge-sharing tools; experience in a complex, fast-paced, distributed-team environment; experience in delivering integration projects is required; good systems analysis skills and good knowledge of requirements management; good knowledge of the ecommerce functions and the life cycle; strong communication (verbal and written) and comfortable taking initiative and handling multiple projects simultaneously; high proficiency in written and spoken english, essential for coordination of cross-border teams; good organizational skills of self and others’ work; it is also necessary to speak italian and english passionate for people development and team management.
• Títol propi universitari
• Italià (parlat superior, escrit superior)
• Anglès (parlat superior, escrit superior)
• Espanyol (parlat superior, escrit superior)

Condicions del lloc de treball

• Contracte laboral indefinit
• Jornada completa