Operations Manager Service Delivery Manager

Customer Support
Onsite
Operations Manager - Service Delivery Manager
View below the job description in addition to the application form.

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!

Operations Manager – Service Delivery Manager

Industry Customer Support
Required experience 3+ years
Type of work Onsite
Deadline 14.03.2024