fr speaking operation manager

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

We are looking for an enthusiastic Operations Manager I for one of our clients in Travel industry. Join our team of #GameChangers in Athens.

Why join us

Are you passionate about delivering a unique customer experience and have a natural drive to help people? Then join our fun-loving, multicultural team of #GameChangers at Concentrix Greece.

What we offer:

• Indefinite contract
• Competitive remuneration package (14 Salaries/year)
• Achievable monthly performance bonus
• Daily meal voucher in Up Hellas Mastercard
• Private health insurance + Dental Care
• Opportunities for international Career through Concentrix International Mobility program
• Employee events
• Free gym, well-being activities, and a rooftop cinema with Acropolis views
• Enjoy your lunch break at our brand new corporate cafeteria 

What you’ll be doing:

Essential Functions/Core Responsibilities 

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
•  Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
•  Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
•  Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
•  Create and maximize relationships with client partners
•  Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
•  Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
•  Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
•  Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
•  Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
•  Attend business reviews with the client
•  Handle a team of team leaders

Candidate Profile 

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Previous experience in a similar role is required, preferrably in BPO industry
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment   
• Willingness to work a flexible schedule