BPO Operations Manager with German

David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Germanspeaking Operations Manager to jointheir team in Budapest.

Position: Operations Manager

Location: Budapest Hungary

Working arrangement: onsite

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Manage operational activities as per the Signed SOW
• Drive program performance SLAs KPIs adherence and improvements
• Prepare and drive regular weekly monthly and quarterly reviews with customers and all stakeholders
• 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 longterm operational excellence
• Participate in the development and presentation of proposals for business development
• Focus on Project compliance and drive project compliance and security requirements as needed
• Participate in compliance and security audits to ensure operational teams are aligned to project requirements
• Oversee and drive regular audits with support from operations and quality teams ensuring adherence to quality principles and frameworks
• Establish operations objectives and work plans delegate assignments to subordinate Team Leads when necessary and conduct regular meetings to improve productivity process product knowledge and customer satisfaction
• Train coach and mentor AMs and Team Leads including career development with clear roles and responsibilities discussed on a monthly basis
• Contribute to short and longterm organizational planning and strategy as a member of the management team
• Balance the needs of key stakeholders and ensure the teams 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
• Provide excellent customer service determine the needs of the client and build a strong customer relationship
• Actively contribute to customer reviews planning for BAU forecasting peak/seasonal preparedness and crosssell/upsell demands with the sales team.

REQUIREMENTS:

• Bachelors/College Degree Post Graduate Diploma or Masters Degree in any field
• At least 5 years of working experience in managing voice customer care projects (Retail domain experience preferred)
• At least 12 years of working in the same capacity/role
• Excellent written and spoken communication in German (high B2/C1) and English
• Preferably Associate Managers/Managers specializing in Customer Service or equivalent
• Flexibility with working hours as per Project requirements
• Working from the office most of the time
• Experience in handling contact center activities for any Online Retail Company preferred
• Strategic and handson with operations requirements and driving performance
• Ability to manage approximately 100150 FTEs
• Experience in handling workfromhome teams
• Awareness and understanding of peak volumes and flex management
• Flexibility to work extended hours during holidays and weekends if required
• Ability to work independently under pressure
• Strong leadership skills to drive team performance
• Attention to detail strong data analytical skills and coordination with WFM teams for data analysis
• Drive team motivation and employee engagement activities.

OFFER:

• Opportunities for growth in an international and multiculturalworkplace
• Relocation support
• Comprehensive training
  
• Competitive compensation in line with the market
• Private medical insurance for the employee and dependents
  
• Dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential