Customer Service Operations Director
hace 2 días
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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