Call Center Operations Manager

3 days ago

Athens Metropolitan Area, Greece Othisi sa Full time €104,000 - €130,878 per year

Call Center Operations Manager


Location:
Athens, Greece


Company:
OTHISI S.A.


About Us

At
OTHISI
, we are reshaping the way businesses grow and engage with their most important partners: their customers.

We partner exclusively with leading brands in the market, delivering cutting-edge solutions in customer service, sales, and marketing. By leveraging advanced technologies and analytics, we empower our clients to provide top-tier service experiences.

As part of our growth and the launch of new operations, we are looking for a dynamic and experienced
Call Center Operations Manager
to lead and optimize the performance of our Contact Center teams.


Key Responsibilities

  • Manage customer service and sales teams (inbound & outbound)
  • Monitor and improve KPIs such as AHT, SLA, and CSAT
  • Coach, train, and develop team members
  • Analyze performance and generate insightful reports
  • Collaborate with clients and internal departments to meet quality and performance goals
  • Design and implement strategies for continuous service improvement


Required Qualifications

  • Proven experience managing call center teams (inbound & outbound)
  • Strong understanding of service and sales-related KPIs
  • Hands-on experience with coaching, team development, and performance management
  • Excellent skills in reporting and performance analysis
  • Ability to collaborate cross-functionally and deliver results
  • Strategic thinking and a passion for continuous improvement


Preferred Qualifications

  • Background in the BPO industry
  • Familiarity with workforce management tools and quality assurance systems


What We Offer

  • A modern and dynamic work environment with access to major organizations in Greece
  • Competitive salary package & performance-based bonuses
  • Real opportunities for career growth in a rapidly expanding company
  • Continuous training and professional development

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