Reference: TEBU

Imagine relaxing in the steaming thermal baths of Budapest, soaking away your worries, or join the lively celebrations of the Budapest Wine Festival, where you can sample exquisite Hungarian wines while enjoying live music and breathtaking views of the beautiful city. You get to work in customer support, and you'll play a crucial role in ensuring a high support quality and put your exceptional communication skills to good use.

*You need to have an EU passport to apply for this position.*

We offer

• Possibility to work from nice, modern offices in Budapest (once in a while you can work from home)
• Relocation support
• Career development possibilities within the company
• Private medical health care
• Monthly food tickets
• Flexible to work extended hours, during holidays, and on weekends (if required)

The job

As the Operations Manager you will be in charge of operational activities, driving program performance, and ensuring that the teams are meeting their KPI's. Your daily work will include tasks like these:

• Ensure that agents are adhering to the processes of handling customers and therefore meet and exceed requirements (KPI's).
• Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions.
• Participate in development and presentation of proposals for business development
• Participate in compliance and security audits to ensure operational teams are aligned to project requirements
• Be aware of quality principles/frameworks to oversee and drive regular audits with support from operations and quality teams
• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, process, product knowledge and customer satisfaction
• Train, coach, and mentor AMs and Team Leads, including career development. Have clear role and responsibilities agreed and discussed on monthly basis
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals
• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
• Contribute to customer reviews, planning team for BAU forecasting, peak/seasonal preparedness, and sales team for cross sell/upsell demands

Your qualifications

💭 You speak and write German fluently and/or natively (B2, C1) and your are fluent in English (B2).

🎓 At least 1-2 years working in the same role.

• At least 5 years work experience in managing voice customer care projects (retail domain
  experience) is required for this position.
• Experience in handling teams that work from home offices.
• Can show flexibility to work extended hours, during holidays, weekends (if required)

💻 You have a good understanding and level of computer handling skills.

💪🏻 Strong analytical and interpretation skills with a "continuous improvement" and agile mindset.

🥇 You have strong communication skills, and you are flexible, take ownership, and you work well under pressure with deadlines.

If you have any questions about the position, please feel free to send an email to info@jobsqd.com. We are ready to help.