Operations Manager – Greek, English

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

📋 Description

• Oversee the daily operations of customer service programs, ensuring exceptional service quality and operational effectiveness.

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

• Evaluate metrics and introduce initiatives aimed at enhancing operational efficiency.

• Manage operational profitability through cost management, productivity enhancement, and financial performance tracking.

• Lead, mentor, and develop Team Leaders, Supervisors, and operational staff.

• Act as the main operational liaison for international clients, fostering long-term partnerships.

• Facilitate WBR, MBR, and QBR meetings, showcasing operational and financial outcomes.

• Work collaboratively with Quality, Training, and Workforce Management teams to refine service delivery.

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

⛳️ Requirements

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

• Demonstrated experience leading operational teams and contact center frameworks.

• Proven experience in managing client relationships in customer-focused environments.

• Experience engaging with international clients and working within multicultural teams.

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

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

• Familiarity with CRM platforms and contact center technologies.

• Proficient in advanced Excel with robust reporting skills.

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

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

• Nice to have: Experience with Power BI or other business intelligence applications.

• Nice to have: Previous experience in supporting large-scale international customer service operations.

• Nice to have: Experience in leading operational transitions, ramp-ups, or launching new initiatives.

• Nice to have: A background in data-driven operational improvement projects.

🏝️ 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 success.

• Role dedicated to promoting operational excellence, ongoing improvement, and customer satisfaction.