Customer Service Operations Director

hace 2 días


Málaga, Málaga, España Recruitment Direct A tiempo completo

Overview:

The Recruitment Direct is seeking a seasoned operations manager with a passion for customer service and operational excellence to oversee the day-to-day operations of our customer service processes in Riga, Latvia. This is an excellent opportunity for a professional with extensive experience in the BPO sector to contribute to a dynamic team in a growing market.

Salary: €4,000 gross per month

Responsibilities:

  • Oversee daily operations of the customer service team, ensuring efficient and smooth workflow.
  • Manage and lead a team responsible for voice and non-voice customer service processes.
  • Develop and implement operational strategies to optimize performance.
  • Monitor and maintain key performance indicators (KPIs) for the team, ensuring service excellence.
  • Build and maintain strong relationships with stakeholders.
  • Implement process improvements and ensure adherence to company standards.
  • Collaborate with cross-functional teams and across multiple geographies (Multi-Geo operations).
  • Manage scheduling, including rotational 24/7 shifts, ensuring adequate coverage.
  • Understand and stay updated on trends within the cryptocurrency space (preferred).

Requirements:

  • Experience: Minimum of 10-12 years of relevant experience in BPO customer processes, including both voice and non-voice operations.
  • Education: Bachelor's degree or equivalent.
  • Geographical Experience: Multi-Geo operational experience is preferred.
  • Leadership Skills: Strong team management and leadership experience.
  • Communication: Excellent communication and interpersonal skills.
  • Stakeholder Management: Proven experience in managing stakeholder expectations.
  • Industry Knowledge: Understanding of cryptocurrency (preferred but not required).
  • Shifts: Must be comfortable working in a rotational 24/7 shift environment.

Attributes:

  • Strong leadership, analytical, and problem-solving skills.
  • Ability to manage large teams and deliver results in a fast-paced environment.
  • Proficiency in Swedish and English.

This role requires a highly skilled and experienced operations manager who can drive customer service excellence and operational improvement in a growing market.

Estimated Salary: Based on industry standards, the estimated salary for this role is approximately €48,000 per year.



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