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!