Operation Manager for support services - hybrid, Iași

The Challenge

We are looking for a dynamic Operations Manager to streamline our service delivery, optimize resources, and enhance client satisfaction.

Details

• Oversee the day-to-day delivery of services to clients, ensuring that contractual agreements, SLAs and KPIs are consistently met, and identify areas of improvement.
• Implement strategies to mitigate risks and resolve client escalations effectively.
• Act as the primary point of contact for clients, maintaining strong relationships and ensuring their needs are met.
• Proactively develop and implement process improvements to increase efficiency and effectiveness.
• Conduct regular client meetings, including performance reviews and strategic planning discussions.
• Maintain detailed documentation of client interactions, project milestones, and performance metrics.
• Translate client requirements into actionable delivery solutions.
• Provide mentorship and training to enhance team performance and skills.
• Provide comprehensive reports to internal stakeholders regarding service delivery and upselling progress.
• Identify new business opportunities within existing client accounts to expand service offerings.
• Analyze industry trends and propose efficient solutions.
• Understand and address client needs (new & existing).
• Oversee and improve the delivery process.
• Optimize resource allocation for better efficiency.
• Lead and motivate the delivery team, ensuring roles, responsibilities, and objectives are clearly defined.

About You

Must have:

• Proven experience in Team leadeship or similar role within a BPO or IT services environment.
• Strong understanding of BPO processes, including customer support, data entry, and back-office functions.
• Excellent communication, negotiation, and client management skills.
• Ability to identify sales opportunities and implement effective upselling strategies.
• Strong organizational and multitasking skills.
• Advance English knowledge.
• Ability to build trust and long-term relationships with clients.

Nice to have:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Experience with CRM tools and project management software.

What We Offer

• Working with new technologies and modern work environment.
• Incentives and other bonuses – financial and non-financial.
• Referral bonuses.
• Extra vacation days.
• Work from home & flexible work hours, aligned with project needs.
• Private health insurance for you and your family.
• Meal tickets.
• Various discounts for gym classes & other recreational activities.
• Discounted office parking.
• Excellent coffee, delicious snacks and drinks at the office.
• Social and team-building activities.
• IntelligentBee way of working and way of life!