Delivery Operations Senior Analyst
We are recruiting a Delivery Operations Senior Analyst for one of our clients in Lisbon. As a key member of the team, you will be responsible for delivering service and service metrics to the client as per contractual agreement, while managing all aspects of the team's strategy, forecasting, and delivery of execution excellence.
Main Responsibilities:
* Maintaining and developing key client relationships.
* Delivering service and service metrics to the client.
* SUPPORTING quality programs.
* EMBEDDING new processes and workflows into the team.
* DRIVING continuous improvement and value add initiatives.
* Meeting the obligations established within the contract.
* ALLOCATING resources and responsibilities across the team.
* MANAGING team members' formal evaluation processes.
Requirements:
* Experience in Trust and Safety.
* MULTI-PARTY MANAGEMENT SKILLS.
* Able to meet SLAs / METRICS.
* REVENUE / FINANCIAL MANAGEMENT.
* STRONG ORGANIZATIONAL, MULTI-TASKING, AND TIME-MANAGEMENT SKILLS.
* EXCELLENT NEGOTIATION, INFLUENCE, MEDIATION, AND CONFLICT MANAGEMENT SKILLS.
* Ability to work in a PROCESS-DRIVEN HIGH DEMAND ENVIRONMENT.
* Service focused with ability to meet targets on a continuing basis.
* Proven focus on CONTINUOUS IMPROVEMENT and adding value to clients.
* Proven experience MANAGING MATTERS INVOLVING SENSITIVE AND CHALLENGING USER-GENERATED CONTENT.
What We Offer:
* DIRECT CONTRACT WITH THE CLIENT.
* GROWTH OPPORTUNITIES.
* HEALTH INSURANCE.
* FLEXIBLE BENEFITS BONUS.