Operations Manager for Customer Service
hace 1 mes
About the Role: We are seeking an experienced Operations Manager to oversee our customer service operations in Riga, Latvia. This is an excellent opportunity for a seasoned professional to lead a team and contribute to our dynamic organization.
Key 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:
- Minimum of 10-12 years of relevant experience in BPO customer processes, including both voice and non-voice operations.
- 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.
Salary and Benefits: The estimated salary for this position is €4,000 gross per month. As an employee of Recruitment Direct, you will have access to a range of benefits, including opportunities for career growth and development.
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