Operations Manager

Other Madrid, Spain


Description

Position at Spiceworks

Who you are: You’re an experienced leader who can help supporting our ambitious growth plans for the Madrid Centre. You are used to working under pressure and thrive in an environment aiming for growth. Engaging with your clients, senior marketing leaders is what you are used to, and you are confident in presenting results and solutions to C-level decision makers.

If those traits describe you then you and Spiceworks Ziff Davis should talk!  

What you’ll do: As a SWZD Operations Manager, you’ll be responsible for optimizing and executing processes and task critical to the successful running of our operation.

As an Operations Manager, you will be responsible for the efficiency and profitability of our demand generation and calling operations, and you will implement processes and ensure the best utilization of systems to drive growth of the business. You will accelerate the set up and delivery of programs and aligned revenue and will grow the occupancy of our center. Customer satisfaction is key to renew business and your strong leadership and motivation of your team members will be essential in order to achieve this.

 What will be your responsibilities?

  • Leadership and coaching of the program management team
  • Ensuring full understanding of the programs and execution to scope and target
  • Implementing and achieving cadence of internal communication to ensure all programs are on track
    • Program implementation
  • Implementing new programs
  • Accelerating time from contract signature to start of the program
    • Results analysis and presentation
  • Analysis of calling results and highlighting issues to work on improvements
  • Analysis calling results and meaningful insight for internal management and customers
  • Strategic and tactical recommendations for improved performance
    • Performance monitoring
  • Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • KPI monitoring and reporting
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
    • Communication and reporting
  • Reporting and communication with senior management
  • Assistance in preparation and presentation of senior QBR sessions
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
    • Training and grading – in cooperation with HR
  • Implementation and execution of a full training schedule for all new and existing agents
  • Implementation of an evaluation and grading scheme for the agents
  • Coaching and assisting as required
    • Data and script preparation and integration – instructing our Indian support team
  • Data preparation and ongoing adjustment during the campaigns
  • Uploading of data to our calling system
  • Script development and upload

 

 What does it take to do this job?

  • University degree
  • Fluent in English and Spanish, an additional European language is beneficial
  • Experience in call center operations, including significant management responsibility, in a b2b environment for 5 years +
  • Strong focus on client satisfaction
  • A leader and mentor who can motivate and lead teams
  • Knowledge of modern sales and marketing operations in a b2b context
  • Understanding of data and data insight
  • Professional Excel skills
  • Project management skills
  • Confident in engaging with clients at all levels
  • Proven track record in delivering lead generation results for clients
  • Strategic and tactical acumen to drive process efficiencies
  • Problem solving outlook
  • Ability to communicate with colleagues and clients in multinational context

 

Who we are: Spiceworks Ziff Davis (SWZD) is a trusted global marketplace that connects technology buyers and sellers with the most actionable and precise intent data. We are uniquely positioned to offer tech brands unmatched visibility into accounts that are truly in-market, by leveraging our scale, quality and diversity of intent data. With unparalleled access to the world’s most influential technology buyers through a combination of first-party (Community, Tools, Editorial) and third-party intent data, SWZD is a leader in intent-backed, intelligent, omnichannel marketing.