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OPERATIONS MANAGER FOR CUSTOMER SERVICE, Barcelona
Client:
H&M Group
Location:
Barcelona, Spain
Job Category:
Other
EU work permit required:
Yes
Job Views:
2
Posted:
25.04.2025
Expiry Date:
09.06.2025
Job Description:
WHAT YOU’LL DO
As an Operations Manager you are responsible for the medium to long-term performance of your teams. You are responsible for meeting the quality expectations as well as the quantity results (KPI's) of your teams. You also hold the staff responsibility for your team. You coach, motivate and inspire them to develop themselves and their teams to deliver exceptional, convenient, and personalized customer service for today and the future. You initiate, take part and you give feedback in projects focused on efficiency and quality for the customers of your area and the employees that service those customers. You have a passion for operations, and you combine perfect analytical skills with excellent people skills to balance all our H&M Values to create Meaningful Growth.
* Responsible for efficiency KPIs of your Team, ensuring SLA's, CSAT and QA targets are met.
* Proactively work to reduce staff turnover and to optimise health rate.
* Team budget.
* Leadership / People Development.
* Drive cost conscious improvements and support project implementation.
WHO YOU’LL WORK WITH
You lead a team of Team Managers, and you will also have a CS Operations Coordinator within your team.
WHO YOU ARE
We are looking for people with…
* Business mind/Analytical Skills/Tactical thinking in operational performance
* Strong leadership and coaching skills
* Ability to handle high complexity and confident in taking fast decisions
* +3 years' experience as an operational manager (scope +100 FTE)
* +5 years’ experience in customer service environment is meriting
And people who are…
* Confident in taking fast decisions
* Able to communicate in a clear way
* Able to build trust
* Able to handle high complexity
* Able to build strong collaboration
ADDITIONAL INFORMATION
We require that you provide us with evidence of your proof of right to work in Spain (mandatory DNI/NIE number & Social Security Number).
We offer a full-time permanent contract. The start date is planned to be asap. Schedules: The contract is full-time (40 hours/week) from Monday to Friday between 8:00 to 18:00 with a requirement for flexibility based on the center's needs.
Please apply for this position not later than 5th of May 2025.
WHO WE ARE
H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.
We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future. Learn more about H&M Group here.
WHY YOU’LL LOVE WORKING HERE
* Collaborative and inclusive company culture with opportunities for growth and development through Trainings & Development programs including access to learning platforms.
* Private Health insurance.
* An office located in the heart of Barcelona with an international working environment, great colleagues, celebrations and fun events.
* The possibility of working from home to maintain a healthy work-life balance. Conditions apply.
* Flexible tax remuneration program.
* All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online.
* Excellent kitchen facilities and free coffee/hot drinks/water/organic fruit and other treats.
* Employee benefits with an external partner where you will find discounts at hotels, activities, gyms, and much more.
INCLUSION & DIVERSITY
H&M Customer Service is part of the H&M Group. We’re committed to building inclusive, diverse, and equitable workplaces. We believe that diverse teams bring fresh perspectives, drive innovation, and improve how we connect with colleagues and customers worldwide. All dimensions of diversity are considered in our recruitment process.
JOIN US
Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.
Take the next step in your career together with us.The journey starts here!
*We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter in your application.
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