As the General Manager, you will lead and oversee the daily operations of two customer support centers in Spain (Torrevieja and Malaga), managing a diverse team of 200+ employees. The offices are inbound customer service centers, each led by a Site Manager that will report to the General Manager and has no outbound sales activity. Your area of responsibilities will include:

• Foster a culture of excellence, productivity, and support within the customer service
  center. We emphasize that this is not sales-oriented personnel and is rather an
  emergency rescue support center.
• Monitor and improve customer support center performance, including service
  quality, response times, and customer satisfaction.
• Recruitment responsibility as well as develop and implement training and
  development programs to enhance the skills and capabilities of customer support
  center staff.
• Collaborate with the executive team to align operational strategies with the
  company ́s overall business goals.
• Oversee the implementation of best practices, standard operating procedures, and
  quality control measures to maintain service excellence.
• Monitor and manage operational budgets, optimizing resource allocation and cost-
  efficiency.
• Cultivate and maintain strong relationships with key stakeholders, including partners,
  vendors, and regulatory authorities, as well as providing guidance and mentorship to
  managers and staff.
• Serve as the primary point of contact for cross-functional communication between
  the Spanish customer service center and Nordic operations.

The Candidate

• Proven experience as a General Manager or in a similar senior leadership role,
  preferably in a customer support center or operations management
• Demonstrated ability to lead and manage large teams, fostering a culture of excellence
  and performance.
• Strong operational and financial acumen, with a track record of effective budget
  management
• Excellent communication, negotiation, and interpersonal skills Strategic thinker with a
  focus on innovation and process improvement
• Proficiency in English and at least one Nordic language
• MBA/MSC or equivalent
• Must want to live in Spain

What Viking offers

As the General Manager, you will take charge of professionalizing procedures and routines, making a significant impact as a visible leader in shaping the company’s future. Your role will directly impact the success of our operations. Be a catalyst for development and innovation and work closely with the executive team to chart the course for the company’s development and expansion. Your leadership will be instrumental in streamlining processes and elevating operational efficiency, contributing directly to achieving company goals. Join a financially secure company within a supportive organizational structure. Enjoy a competitive salary and benefits package that reflects your experience and contributions.