Dutch Speaking Operations Manager: Strategic Team Lead

Há 1 mês


Porto, Porto, Portugal Recruitment Direct Tempo inteiro

About Recruitment Direct


We are seeking an experienced Dutch Speaking Operations Manager to lead our customer service team in Riga, Latvia.


Job Description:


The Operations Manager will oversee day-to-day customer service processes, ensuring optimal performance and high service standards. Key responsibilities include managing and leading a team for voice and non-voice customer service processes, developing operational strategies to optimize performance, monitoring key performance indicators (KPIs), building relationships with stakeholders, implementing process improvements, and collaborating with cross-functional teams.


Responsibilities:


  • Oversee daily operations of the customer service team, focusing on efficiency and quality.
  • Manage and lead a team, fostering a culture of excellence and continuous improvement.
  • Develop and implement operational strategies to enhance performance, leveraging expertise and best practices.
  • Monitor and analyze KPIs, identifying areas for improvement and implementing corrective actions.
  • Build and maintain strong relationships with internal stakeholders, ensuring seamless collaboration and communication.
  • Implement process improvements, adhering to company standards and best practices.
  • Collaborate with cross-functional teams, driving alignment and shared goals.
  • Manage scheduling for rotational 24/7 shifts, ensuring adequate coverage and minimizing disruptions.

Qualifications and Skills:


  • Minimum 10-12 years of BPO customer process experience, with a proven track record of success.
  • Bachelor's degree or equivalent, with a focus on business, management, or a related field.
  • Multi-Geo operational experience preferred, with a demonstrated ability to adapt to diverse environments.
  • Strong team management and leadership skills, with a focus on development and growth.
  • Excellent communication and interpersonal skills, with the ability to engage and motivate teams.
  • Proven stakeholder management experience, with a focus on building and maintaining relationships.
  • Understanding of cryptocurrency is a plus, but not required.
  • Comfortable working in rotational 24/7 shifts, with a flexible and adaptable mindset.

Key Attributes:


  • Strong leadership, analytical, and problem-solving skills, with a focus on strategic thinking.
  • Ability to manage large teams and deliver results, with a track record of success.
  • Proficiency in Dutch and English, with excellent language skills.

Salary and Benefits:


We offer a competitive salary of €60,000 - €80,000 per year, depending on experience, as well as a comprehensive benefits package, including health insurance, retirement savings, and paid time off. This is an excellent opportunity for a seasoned operations manager to contribute to a dynamic team and grow their career in a fast-paced and innovative environment.



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