We are seeking a dynamic and experienced professional to join the team as an Operations Manager. In this role, you will play a crucial part in coaching and supervising a team of Team Leaders, ensuring the achievement of Client Service Level Agreements and meeting financial expectations. If you thrive in a fast-paced environment and have a proven track record in operational leadership, we invite you to apply.
Key Responsibilities:
- Analyze and maintain all Client Service Level Agreements, implementing improvement plans as needed.
- Maximize revenue generation through effective data collection, forecasting, and budgeting.
- Select, train, develop, and manage the performance of direct reports and their associates, aligning with organizational policies and legal requirements.
- Manage and review operational reports, including Attendance Adherence, PFP, Client Scorecard, and Metrics Management Reports.
- Build and maximize relationships with client partners to ensure successful collaboration.
- Provide leadership and guidance to ensure consistent administration of company policies and standards, implementing corrective actions as necessary.
- Conduct regular one-on-one meetings with direct reports to review individual and team performance, offering ongoing developmental coaching.
- Foster a positive work environment through employee engagement, resolving employee relation issues professionally and promptly.
- Participate in cross-functional meetings to review information from operational support functions and drive continuous improvement through collaborative action plans.
- Implement best practices, exceed client expectations, evaluate staffing needs, and make adjustments to meet changing requirements.
- Attend business reviews with the client, actively contributing to strategic discussions.
Qualifications - Ideal Candidate:
- Fluent in German plus OR English (C1/2), OR Italian (C1/2), OR Turkish (C1/2).
- Call center experience is preferred.
- Proven ability to coach and develop action plans, maximizing team performance and providing effective feedback.
- Strong analytical skills to assess and improve work processes, establishing clear courses of action.
- Excellent communication skills, both written and verbal, with the ability to present information effectively.
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Experience mentoring, coaching, and providing direction to a team of employees.
- Willingness to work a flexible schedule.
If this opportunity sparks your enthusiasm and aligns with your qualifications, please do not hesitate to apply!