Description de l'annonce:

Mission

The Business Manager is responsible for the implementation and monitoring of processes in the services managed by the Contact Centre, guaranteeing the profits and growth of its business area, through the management of its work team, definition and control of objectives for measuring the satisfaction levels of the Client Organisation, with which it maintains on-going intermediation and negotiation.

Functional responsibilities

·  Intermediate and negotiate with the Client Organisation and/or external suppliers, as potential clients, identifying business opportunities in all commercial relationships.

·  Plan the activity of his/her business area at the Contact Centre, with the definition, standardisation and organisation of the work processes.

·  Participate in the dimensioning of its business area's human resources, in coordination with the BST and HR, ensuring that the requests (posts and profiles) adapt to real needs.

·  Collaborate in the establishment of the quality standards applicable to the management and on-going improvement of processes in the provision of services for which he/she is responsible.

·  Control, monitor, report on and analyse the KPIs, contributing proposed new business strategies, establishing viable budgets and performing on-going financial monitoring.

·  Manage the implementation of operating procedures (protocols, monitorings, etc.) and incentives systems, where appropriate, guaranteeing company's profitability objectives.

·  Manage his/her work team, guaranteeing compliance with the established service levels, developing the capacities of his/her collaborators, and adapting the team, on a quantitative and qualitative basis, to the service's needs.

·  Assess and manage the performance of his/her collaborators, in line with Company policies and performance management procedures and processes.

Profile required

Professional qualifications/Specific knowledge:

·  Minimum studies: University diploma or degree (Business Administration and Management, Economics or similar) or equivalent.

·  Knowledge of the Client Organisation product is an advantage.

·  Specific training and/or work experience in team management, commercial strategies and sales techniques is an advantage.

Information technology:

·  Office package: Spreadsheets. Excel. High Level; Word processor. Word. Intermediate-High Level; Presentations. Power Point. Intermediate-High Level; Communication. Email: High Level.

Languages:

·  B2 - Threshold or intermediate.

Skills profile and required levels:

·  Client Focus. Level 6

Resolves and anticipates the needs and problems of a client nature, with notable skills to seek and obtain profits for the client, having a positive impact on the Company, thereby boosting intra and interdepartmental collaboration.

·  Focus on Results. Level 6

Meets and surpasses performance standards and established deadlines, used to working with targets and results indicators, singling out measures and motivating others to exceed them, promoting on-going improvement.

·  Adaptability and Flexibility. Level 5

Successfully performs organisational and strategic adaptations at short, medium and long term in response to changes in the environment or in situational needs. Skilled in systematically assessing his/her environment, attentive to changes which may arise, transforming adaptations into opportunities.

·  Analytical Thinking and Problem Solving. Level 4

Capacity to use various techniques and strategies in order to breakdown the complex problems into the parts of which they are formed; performs a complete and exhaustive analysis to identify various solutions, notifying the conclusions, transferring the value of each alternative and making it understandable to others.

·  Organisational Awareness. Level 4

The development of his/her work is characterised by supervising the business interests and caring for the Company's image, accurately transferring the structural, formal and informal relationships, in order to encompass the measures and projects in a global context attending to all the intervening parties.

·  Global and Strategic Vision. Level 4

Actively assesses different environments, the threats and opportunities which may globally affect the Company; evaluates the impact of processes and measures on long-term planning; analyses strategic matters involving key figures.

·  Leadership. Level 4

Adequately set targets accepted by his/her collaborators; monitors and provides individual and group feedback; practices assertive communication; listens and is listened to, achieving a harmonious and challenging environment.

·  Team Development. Level 5

Demands high performance, acknowledges and provides adequate feedback to each collaborator, with improvement measures which lead to the increase in performance and training; ensures that team members receive the required training for the success of their work and accompanies them in the search for solutions, favouring on-going learning.

Motivational aspects - The profile which must be presented by employees:

·  Interest in the Client Organisation product, motivated by commercial tasks and by team management.

·  Remain motivated and keep a positive attitude under pressure.

Previous experience:

·  External selection: Minimum two years' experience in a similar post, managing work teams and business areas at the Contact Centre. Experience in direct negotiation with the Client Organisation and budget management are an advantage.

·  Internal promotion: May originate from the post of Training & Quality Manager, Senior Team Leader or Team Leader. May also originate from any post if he/she complies with the required profile.