Job title:
BPO Operations Manager (German Speaker)
Company:
Job Squad
Job description
Multi-Lingual recruitment company based in Copenhagen, Denmark, and Sliema, Malta. We are specialized in recruiting Scandinavians, Dutch, German, and Finnish to various positions around Europe. The core of the company is our mission to help people get a great job abroad and to feel safe in their transition to a life in a new country.The RoleYour daily work will include tasks like these:
- Manage daily operations according to the Signed Statement of Work (SOW).
- Ensure program performance meets and exceeds SLAs and KPIs.
- Conduct regular weekly, monthly, and quarterly reviews with customers and stakeholders.
- Improve the effectiveness of Support Services by enhancing functions like Recruitment, Training, Quality, HR, IT, and Finance.
- Ensure high-quality deliverables and maintain strong team relationships for exceptional performance.
- Lead initiatives and process improvements for long-term operational excellence.
- Help develop and present business development proposals.
- Focus on project compliance and drive security requirements.
- Participate in compliance and security audits to ensure teams meet project requirements.
- Oversee regular audits with operations and quality teams to ensure adherence to quality standards.
- Set operational objectives, delegate tasks to Team Leads, and hold regular meetings to boost productivity and customer satisfaction.
- Train, coach, and mentor Account Managers and Team Leads, discussing roles and responsibilities monthly.
Ideal Profile
- Should have e-commerce or retail industry experience.
- Language required – German (C1 to native) and English (B2 to C1)
- Managed 150 FTE Customer Voice projects before ideally remote
- Bachelor’s or higher degree in any field.
- At least 5 years of experience managing voice customer care projects, preferably in retail.
- At least 1-2 years in a similar role.
- Preferably with experience as an Associate Manager or Manager in Customer Service.
- Flexible working hours based on project needs.
- Primarily working from the office.
- Experience with contact center activities for an online retail company preferred.
- Strategic and hands-on with operations and performance management.
- Ability to manage around 100-150+ employees.
What’s on Offer?
- Growth / Promotion possibilities within the company
- Private medical health care
- Monthly food tickets
- Work for one of the biggest e-commerce websites
- Relocation support
- Flexible working schedule
Expected salary
Location
Budapest
Job date
Wed, 11 Dec 2024 07:27:38 GMT
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