Global Operations Manager – BPO

This is a fully remote position, open to applicants in Greece.

📋 Description

• Oversee and synchronize operations across various European nations, languages, and delivery sites.

• Serve as the primary operational contact for international clients and senior stakeholders.

• Ensure the attainment of KPIs, SLAs, quality standards, productivity metrics, CSAT, and financial goals.

• Spearhead operational implementations, transitions, ramp-ups, and stabilization of new services or market entries.

• Identify performance deficiencies and areas for enhancement, leading corrective actions and continuous improvement initiatives.

• Collaborate with Operations, WFM, Quality, Training, Talent, Finance, and other support teams to ensure operational coherence.

• Facilitate client performance evaluations and governance meetings.

• Promote consistency, scalability, and sharing of best practices across European operations.

⛳️ Requirements

• A minimum of 7 years of experience in Operations Management, ideally in BPO, Customer Experience, Contact Center, or outsourcing settings.

• Demonstrated experience managing international or multi-country operations alongside multicultural teams.

• Solid background in client-facing roles.

• Experience in leading implementations, transitions, ramp-ups, or operational stabilization efforts.

• Extensive knowledge of BPO / Contact Center operations and performance management.

• Thorough understanding of KPIs, SLAs, productivity, quality, CSAT, and financial performance metrics.

• Advanced proficiency in Excel and strong reporting abilities.

• Fluent in English (C1–C2) – required.

• Excellent skills in stakeholder management, communication, leadership, analytics, and problem-solving.

• Proficiency in additional European languages is considered a plus.

• Familiarity with Power BI or other business intelligence tools.

• Prior experience managing large-scale, multinational customer service operations.

• Experience in supporting technology, AI, transformation, or operational excellence initiatives.

• Proven track record in driving data-driven operational improvement programs.

🏝️ Benefits

• A global and multicultural work environment, collaborating with international teams and clients across various markets.

• Direct interaction with senior-level stakeholders and international clients.

• Exposure to technology, AI, transformation, and operational excellence initiatives.

• Flexible remote working arrangement.