Dutch Speaking Operations Manager: Strategic Team Lead
Há 1 mês
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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