Business Operations Manager

hace 2 días


Madrid, Madrid, España David Kennedy Recruitment A tiempo completo

At David Kennedy Recruitment, we are working with a leading multinational technology BPO business that is seeking a skilled Business Operations Manager in Riga to oversee and support the CSA position. This role will involve managing and developing team members in a dynamic environment.

Key Responsibilities:

  • To motivate and develop team members by setting clear goals and expectations
  • Drive process performance to achieve and exceed SLA deliverables according to associates' balanced scorecards
  • Meet shrinkage, productivity, and attrition targets
  • Manage dips in performance with adequate reinforcement plans proactively
  • Performance Management: Week-on-week improvement of bottom quartile performers
  • Effective communication with internal and external contacts
  • Manage delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
  • Detailed understanding of processes / SOPs run by team and ability to bring in improvements and efficiencies within operations
  • Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
  • Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day
  • Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
  • Able to mentor team in process quality parameters, conduct live / remote audits of client interactions, Perform Root Cause Analysis to identify key defects and create action plans/goals to improve
  • Provide Direct Customer Support, calls, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member
  • Create, Publish, and Maintain operations related reports in a timely manner
  • Discover training needs and support in training to provide the necessary coaching on ground
  • Collaborate with different support groups – Recruitment, Training, Quality, HR, and Workforce – to improve agent profiling and performance
  • Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI

Requirements:

  • Near native (Finnish C1) or native relevant market language skills
  • Excellent people management skills with experience in previous roles
  • Good experience in MS Office – Word, Excel, and PowerPoint
  • Strong experience in presentation skills
  • Excellent analytical and problem-solving capabilities
  • Ability to drive initiatives in the team with creativity and a long-term vision
  • Experience in initiating and implementing process improvements
  • Experience in Customer Support/Customer Relationship/Customer Service
  • Hands-on experience in back-office activities – Live Chat and Social Media
  • Take ownership to manage deliverables across multiple assignments
  • Should be a self-motivated achiever

Estimated Salary Range:

$40,000 - $60,000 per annum, depending on qualifications and experience

Location:

Riga, Latvia (on-site)

Job Type:

Full-time



  • Madrid, Madrid, España L'Oreal A tiempo completo

    Business Operations ManagerWe are seeking a highly organized and detail-oriented Business Operations Manager to join our team.Main Responsibilities:Develop and implement business processes and procedures to improve efficiency and productivity.Analyze data and metrics to identify areas for improvement and implement changes.Collaborate with cross-functional...


  • Madrid, Madrid, España Worldwide Recruitment Energy A tiempo completo

    Office ManagerWe are seeking a highly organized and proactive Business Operations Manager to oversee day-to-day office operations and provide direct support to senior leadership.This role combines key administrative responsibilities with strategic support tasks, ensuring operational efficiency and facilitating decision-making within the...


  • Madrid, Madrid, España N26 A tiempo completo

    Company OverviewN26 has reimagined banking for today's digital world, providing innovative financial solutions to its customers. As a Business Operations Manager, you will play a key role in shaping the company's Know Your Business (KYB) processes and ensuring compliance with regulatory standards.About the OpportunityWe are seeking a highly skilled Business...


  • Madrid, Madrid, España Stryker European Operations Limited - Dutch Branch Office A tiempo completo

    Strategic Program Manager for Commercial OperationsStryker European Operations Limited - Dutch Branch Office is seeking a seasoned Program Manager for Commercial Operations to drive key operational initiatives and enhance business processes for our Instruments division in Europe.As a central program manager for operations-focused projects, this role will be...


  • Madrid, Madrid, España Gant A tiempo completo

    Job Description:We are seeking a highly skilled Strategic Business Operations Manager to join our team at GANT. This role will be based in [Location] and will report directly to the Finance Director.About the Role:This is an exciting opportunity for a dynamic individual to take on a key role within our organization, focusing on business operations and...


  • Madrid, Madrid, España Kimberly-Clark Corporation A tiempo completo

    About Us Kimberly-Clark Corporation is a leading global healthcare and hygiene company dedicated to creating Better Care for a Better World. We're passionate about making a difference, and we're looking for talented individuals like you to join our team. Job Summary We're seeking a highly skilled Business Operations Manager to join our EMEA sales operations...

  • Operations Manager

    hace 3 días


    Madrid, Madrid, España David Kennedy Recruitment A tiempo completo

    Job OverviewDavid Kennedy Recruitment is partnering with a leading multinational technology business process outsourcing (BPO) organization to fill the role of Operations Manager in Riga, Latvia.


  • Madrid, Madrid, España Amazon A tiempo completo

    Job DescriptionWe are seeking a Senior Business Operations Manager to join our team in ANZ, driving revenue growth and adoption from small- to enterprise-level customers. The ideal candidate will be a hands-on self-starter with excellent analytical skills, passionate about using data to drive business decisions.Key Responsibilities:Collaborate with the...


  • Madrid, Madrid, España Bcd Travel A tiempo completo

    Job Title:Senior Travel Operations ManagerAbout the Role:We are seeking a highly experienced Senior Travel Operations Manager to lead our team of travel consultants in Poland, France, Germany, or Spain. As a key member of our operations team, you will be responsible for managing day-to-day activities, ensuring excellent customer satisfaction, and driving...


  • Madrid, Madrid, España Cabify A tiempo completo

    At Cabify, we're on a mission to make cities better places to live. As a key member of our team, you'll play a vital role in driving organizational performance and effective employee engagement.About the RoleWe're looking for an experienced Business Operations Manager to lead our people strategy. This is a unique opportunity to drive business growth while...


  • Madrid, Madrid, España Woo A tiempo completo

    Job Description:We are seeking a highly skilled and dedicated professional to support a visionary entrepreneur in their innovative endeavors. This individual will be responsible for managing the CEO's personal schedule, including travel arrangements, appointments, and social events.About the Role:As a Strategic Business Operations Manager, you will oversee...

  • **HR Operations Manager**

    hace 4 semanas


    Madrid, Madrid, España Fresenius Medical Care A tiempo completo

    HR Operations Manager RoleAs HR Operations Manager at Fresenius Medical Care, you will lead the development and execution of HR operations strategies to deliver excellent customer service. Key responsibilities include leading transactional processes across the employee lifecycle, ensuring they are fit for purpose and meet agreed timeframes. You will also...


  • Madrid, Madrid, España Cross Border Talents A tiempo completo

    Job Summary: We are seeking a seasoned Senior Operations Manager to lead our team and drive business success. This is a critical role that requires strong leadership, strategic thinking, and excellent communication skills.

  • Fleet Operations Manager

    hace 4 semanas


    Madrid, Madrid, España Voi Technology A tiempo completo

    About Voi TechnologyVoi Technology is a pioneering micromobility company that's revolutionizing urban transportation. As the largest e-scooter operator in Europe, we're committed to making cities more livable, sustainable, and fun.Job DescriptionWe're looking for an experienced Fleet Operations Manager to oversee our operations in Hannover, Bochum, and...


  • Madrid, Madrid, España Sd Worx A tiempo completo

    At Sd Worx, we strive to build a dynamic and adaptable work environment that supports the growth of our business. As part of our Sales Excellence Team, the Sales Operations Manager plays a crucial role in optimizing sales processes, ensuring maximum efficiency and productivity.About the RoleThe Sales Operations Manager is responsible for overseeing...


  • Madrid, Madrid, España Acciona S.A A tiempo completo

    Acciona S.A, a global leader in regenerative infrastructure development, is seeking a skilled Strategic Operations Manager for its water line business in a French-speaking country. This exciting opportunity offers the chance to contribute to the company's mission of creating a better planet and promoting sustainable development.Job DescriptionThe Strategic...


  • Madrid, Madrid, España Plug Power A tiempo completo

    Job Overview:The Operations Finance Manager will play a critical role in supporting the EMEA Finance Team. This role will assist the Operations Controller in building out and providing ongoing financial metrics, and provide operational finance support to our European business. The ideal candidate will have 5+ years of experience in financial operations,...


  • Madrid, Madrid, España Norgine A tiempo completo

    Transform Lives with Innovative Healthcare SolutionsNorgine is a leading healthcare organization that offers a fully-rounded 3D career experience with no limits. We are seeking a Business Integrity Manager to join our team and play a pivotal role in fostering and promoting a culture of ethics and integrity across our organization.As a Business Integrity...


  • Madrid, Madrid, España Amazon A tiempo completo

    EU Operations RoleWe are seeking a highly skilled Operations Manager to join our EU Sortation Centre team. As Operations Manager, you will play a critical role in driving the launch of our new Sortation Centre network across the EU. This is an exciting opportunity to work with a dynamic team and contribute to our continued growth and success. Key...

  • Senior Operations Manager

    hace 4 semanas


    Madrid, Madrid, España Aon Careers A tiempo completo

    **Role Summary**We are seeking a highly skilled Senior Operations Manager to join our team at Aon Careers. As a key member of our Operations Leadership Team, you will play a critical role in driving business growth, improving efficiency, and promoting innovation.**Key Responsibilities**Develop and implement the subregional operations strategy, working...