Operation Manager, BPO, Greek

This is a fully remote position, open to applicants in Albania, +2 more countries.

📋 Description

• Manage the daily functions of customer service initiatives

• Ensure adherence to KPIs, SLAs, and quality benchmarks

• Track performance metrics and initiate corrective measures

• Enhance operational efficiency, productivity, and service excellence

• Oversee operational profitability by controlling costs, productivity, and efficiency through key metrics

• Recognize initiatives for cost optimization and efficiency enhancements

• Ensure consistency between the operating model and contractual financial goals

• Lead, mentor, and support Team Leaders, Supervisors, and operational staff

• Foster a culture of high performance grounded in accountability and results

• Promote engagement, retention, and performance management strategies

• Serve as the main contact for the client regarding operational and performance issues

• Establish and maintain robust, long-term relationships with clients

• Conduct business review meetings, encompassing operational and financial performance evaluations

• Identify areas for improvement and growth opportunities within the account

• Analyze operational data to uncover trends, risks, and prospects

• Ensure the provision of regular performance reports, detailing KPIs and profitability

• Lead initiatives to enhance service levels, CSAT, efficiency, and operating margins

• Identify and execute enhancements in processes, productivity, and customer experience

• Collaborate with Quality, Training, and WFM teams to improve outcomes

• Assist with transition processes, ramp-ups, and the launch of new services

⛳️ Requirements

• Over 5 years of experience in operations management within BPO or customer service settings

• Demonstrated experience in leading operational teams and contact center frameworks

• Background in client-facing positions

• Experience collaborating with international clients and diverse teams

• Strong results-oriented mindset focused on performance and profitability

• Comprehensive understanding of contact center operations (voice, non-voice, omnichannel, AI)

• Familiarity with CRM systems and contact center technologies

• Proficiency in Microsoft Office or advanced Google Workspace

• Reporting capabilities; knowledge of Power BI is an advantage

🏝️ Benefits

• Role with a direct influence on operational outcomes

• Exposure to international clientele and intricate operations

• Fast-paced, high-growth, performance-oriented environment

• Opportunities for professional development

• Flexible work arrangement (remote)