OPERATIONS MANAGER FOR CUSTOMER SERVICE

WHAT YOULL DO
As an Operations Manager you are responsible for themedium to longterm performance of your teams. You are responsible formeeting the quality expectations as well as the quantityresults (KPIs) of your teams. You also hold the staffresponsibility for your team. You coach motivate andinspire them to develop themselves and their teams todeliver exceptional convenient and personalizedcustomer service for today and the future. You initiatetake part and you give feedback in projects focused onefficiency and quality for the customers of your areaand the employees that service those customers. Youhave a passion for operations and you combine perfectanalytical skills with excellent people skills to balance allour H&M Values to create Meaningful Growth.  

• Responsible for efficiency KPIs of your Team ensuring SLAs 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 YOULL WORK WITH

Youlead 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
• Strongleadership and coaching skills  
• Ability to handle high complexity and confident in taking fast decisions  
• 3years experienceasan operational manager (scope 100 FTE)
• 5 years experience in customer service environment ismeriting 

And people who are

• Confident in taking fast decision
• Able to communicate in a clear way
• Able to build trust
• Able to handle high complexity
• Able to build strong collaboration

ADITIONAL 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 fulltime permanent contract. The start date is planned to be asap. Schedules: The contract is fulltime 40 hours/week) from Monday to Friday between 8:00 to 18:00 with a requirement for flexibility based on the centers 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 YOULL LOVE WORKING HERE 
At H&M Group we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe.

• 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 worklife 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. & much more.

INCLUSION & DIVERSITY

H&M Customer Service is part of the H&M Group. Were 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 processs.  

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 its 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.

Remote Work :

No

Employment Type :

Fulltime