Contact Center Operations Specialist

We are seeking an experienced Operations Manager to oversee and optimize the daily operations of our Contact Center.

The ideal candidate will have a proven track record in managing teams, streamlining processes, and driving performance in a fast-paced contact center environment.

1. Lead and manage the overall operations of the contact center, ensuring efficient resource allocation and operational excellence.
2. Develop, implement, and monitor key performance indicators (KPIs) to ensure team performance and client satisfaction targets are met.
3. Supervise and support team leaders and supervisors, providing guidance, mentoring, and performance feedback.
4. Optimize workflows and operational procedures to increase productivity and service quality.
5. Ensure the delivery of exceptional customer service in line with company standards and client expectations.
6. Collaborate with senior management to identify opportunities for growth and operational improvements.
7. Prepare and present detailed reports on performance metrics, operational trends, and improvement initiatives.
8. Foster a positive and motivating work environment that encourages teamwork, accountability, and continuous development.
9. Ensure compliance with company policies and industry regulations.
10. Act as the primary escalation point for complex issues and client concerns.

To be successful in this role, you will need:

• At least 3 years of proven experience in an Operations Manager or senior supervisory role in a contact center environment.
• Bachelor's Degree in Business Administration or a related field (Master's degree will be considered a plus).
• Strong leadership, organizational, and decision-making skills.
• Demonstrated experience in managing KPIs, improving performance, and leading operational change.
• Excellent communication and interpersonal skills.
• A customer-oriented, analytical, and problem-solving mindset.
• Proficiency in English and advanced knowledge of MS Office tools.

We offer:

• Private health insurance plan
• Monthly performance bonus scheme
• Innovation-driven and collaborative working environment
• Hybrid work model – flexibility to work from home part of the week
• Opportunities for professional growth within a dynamic, multinational organization

All applications will be handled with strict confidentiality.