Associate Operations Manager

Our client, a BPO company , is recruiting for an Associate Operations Manager to join their business in Romania .

Position Title:

Associate Operations Manager

Permanent

ASAP

Timișoara, Romania

Iulia Balan | Vedeți telefonul pe manningglobal.zohorecruit.com

Responsibilities:

• Manage operational activities as per the Signed SOW
  

• Drive program performance – SLAs, KPIs adherence, hygiene checks and improvement/s
  

• Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions
  

• Implement and oversee quality of deliverables and manage team relationships effectively to ensure exceptional performance.
  

• Drive initiatives and process improvements in the management team and organizationally that contribute to long-term operational excellence.
  

• Participate in development and presentation of proposals for business development.
  

• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
  

• Contribute to short and long-term organizational planning and strategy as a member of the management team
  

• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals
  

• Manage and drive performance from the Team Leaders and Associates in meeting SLAs and KPIs
  

• Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company.
  

• Actively contribute and present during daily/weekly/monthly/quarterly customer connects/reviews,
  

• planning team for BAU forecasting, peak/seasonal preparedness and sales team for cross sell/upsell demands.
  

• Provide excellent customer service and determine the needs of the client.
  

Requirements:

• Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Masters Degree, any field
  

• At least 3 year(s) of working experience in the related field (Retail domain experience) is required for this position
  

• At least 1-2 years working in the same capacity
  

• Preferably Associate Managers/Managers specializing in Customer Service or equivalent
  

• Experience in handling contact center activities for any Online Retail Company would be preferred
  

• Strategic and hands on with operations requirements and driving performance
  

• Ability to manage ~50-100 FTEs.
  

• Can show flexibility to work extended hours, during holidays, weekends (if required)
  

• Flexible and can work independently under pressure
  

• Strong leadership skills
  

• Excellent written and spoken communication for the relevant languages (English, Romanian, German or French).
  

For more details contact: 

sales( at)manningglobal.com

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