Operations Manager – Greek, English

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

📋 Description

• Oversee the daily operations of customer service initiatives, ensuring top-notch service delivery and operational effectiveness.

• Track and meet KPIs, SLAs, quality benchmarks, and overall organizational goals.

• Enhance operational outcomes by evaluating metrics and executing improvement strategies.

• Manage financial viability through cost management, productivity enhancement, and monitoring of financial performance.

• Lead, mentor, and develop Team Leaders, Supervisors, and operational teams to foster a high-performance culture.

• Act as the main operational liaison for international clients, nurturing robust long-term relationships.

• Conduct business review meetings (WBRs, MBRs, and QBRs), showcasing operational and financial results.

• Partner with Quality, Training, and Workforce Management teams to enhance service delivery.

• Assist in operational transitions, ramp-ups, and the introduction of new services.

⛳️ Requirements

• Over 5 years of experience in managing operations within BPO, contact center, or customer service settings.

• Demonstrated experience in leading operational teams and contact center frameworks.

• Proven track record in managing client relationships in customer-centric environments.

• Experience collaborating with international clients and diverse teams.

• Strong emphasis on operational performance, profitability, and ongoing enhancement.

• Comprehensive understanding of contact center operations across voice, non-voice, omnichannel, and AI-driven platforms.

• Familiarity with CRM systems and contact center technologies.

• Proficient in Excel with strong reporting skills.

• Fluent in Greek (C1–C2) and English (C1–C2).

• Exceptional leadership, communication, analytical, and stakeholder management abilities.

• Experience with Power BI or similar business intelligence tools.

• Previous involvement in supporting large-scale international customer service operations.

• Experience leading operational transitions, ramp-ups, or launching new initiatives.

• Background in data-driven strategies for operational improvement.

🏝️ Benefits

• Opportunity to collaborate with international clients in a dynamic global BPO setting.

• High-impact leadership position with a direct effect on operational performance and business outcomes.

• A role that enables you to influence operational excellence while advancing continuous improvement and customer satisfaction.