Operation Manager - hybrid, Iași

BPO

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!
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