Site Director

Role Overview

• You will be responsible for establishing the new operational hub in Valencia and ensuring a smooth and efficient launch.
• Support the selection of the optimal facilities (location, layout, contractual conditions and negotiations)
• Coordinate the full implementation of the contact centre infrastructure
• Design the workspace and ensure compliance with local legal requirements
• Manage procurement of furniture, equipment and operational tools
• Coordinate onsite technology and communication setup
• You will build, structure and develop the production organization from the ground up.
• Recruit, hire and develop managers, trainers and sales experts with the support of HR and Talent Acquisition
• Build strong engagement within production teams and foster a high-performance culture
• Support team leaders in managing and improving daily team performance
• Define bonus plans and performance incentives for managers and sales agents
• Drive employee retention and reduce absenteeism through clear action plans
• Promote the company culture, strategy and vision across all levels of the organization
• Monitor and analyse production KPIs to identify improvement opportunities
• Define and implement action plans with production teams and management
• Manage capacity planning and operational forecasting
• Monitor margins and operational efficiency
• Ensure best practices in quality standards and sales discourse
• Participate in the monthly performance review committees
• You will also work closely with central teams including Training, HR, Operations, Quality, Sales Ops and Workforce Management to ensure the success of the site.

Requirements

• Higher education in Business, Management or a related field is preferred.
• Must-have: Fluent French and English
• Nice-to-have: Spanish
• Must-have: 7+ years managing large B2C or B2B2C call centre operations
• Experience leading large production teams and driving performance
• Nice-to-have: Experience in telesales environments
• Experience launching new call centre operations from scratch
• Knowledge of energy or telecom sectors

Benefits

• International environment
• Work in a diverse and inclusive environment with colleagues from more than 40 nationalities
• Career growth
• Real opportunities to develop your leadership and grow within a fast-scaling organisation.
• Competitive compensation package
• Including performance-based incentives and long-term benefits.
• Continuous learning
• Access to training programs to develop your technical, language and leadership skills.
• Hybrid working model
• Enjoy 2 days of remote work per week.
• Legal & tax support services
• Access to professional advice to help manage administrative and legal matters with ease.