Senior Operations Manager

hace 7 días


Madrid, Madrid, España Toptalent A tiempo completo

**Job Description**

We are seeking a highly skilled Senior Operations Manager to lead our Swedish-speaking team in Riga, Latvia. This role offers a dynamic and diverse work environment with opportunities for personal and professional growth.

About the Role:

The Senior Operations Manager will be responsible for motivating and developing team members, driving process performance, and managing daily volumes within the team. They will also coordinate activities to ensure daily business-as-usual delivery meets customer Key Performance Indicators (KPIs).

Key Responsibilities:

Motivate, develop, and mentor team members in a fast-paced environment.Drive process performance to achieve and exceed Service Level Agreement (SLA) deliverables.Manage and delegate daily volumes within the team.Coordinate activities to ensure daily BAU delivery meets customer KPIs.Create a mode of operations to maintain good routine and orderliness within the team.Conduct team huddles to discuss process updates, feedback, and key focus points.Answer and manage client queries and complaints across Lines of Business (LOBs).Able to mentor team members in process and quality parameters.Perform Root Cause Analysis to identify key defects and create action plans to improve.Provide direct customer support via calls, live chats, or social media.

Requirements:

To be successful in this role, you will need:

  • Near native-level Swedish language skills (C1 level) and manageable English skills (B1+ level) in writing and speaking.
  • Excellent people management skills with previous experience.
  • Strong experience in MS Office Word, Excel, and PowerPoint.
  • Excellent analytical and problem-solving capabilities.
  • Ability to drive initiatives in the team with creativity and a long-term vision.

Benefits:

This role offers a competitive salary of 2300 € per month, paid out over 40 hours per week. You will also receive a 1,000 € joining bonus if relocating from outside Latvia. In addition, we provide 4 weeks' accommodation on arrival and shift allowances.

About Toptalent:

We are a dynamic company that values diversity and inclusion. Our mission is to provide exceptional customer service while promoting employee growth and development. If you're passionate about delivering outstanding results and working in a collaborative environment, we encourage you to apply.



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