Reference: TELA

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

We offer

• Work from nice, modern offices in Riga
• Paid relocation (flight, accommodation, etc.)
• Career development possibilities within the company
• Private medical health care
• Monthly food tickets

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)
• Participate in development and presentation of proposals for business development
• Be aware of quality principles/frameworks to oversee and drive regular audits with support from operations and quality teams
• 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

Your qualifications

💭 You speak and write Swedish at a B2 or C1 level and you can communicate in English (B1).

You should ideally have a minimum of 12 years of relevant experience in BPS Voice/Non Voice processes.

• Experience in operations management.
• Comfortable working in Noida.
• Understanding of cryptocurrency is preferred.
• Multi Geo experience preferred

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

💪🏻 Strong leadership, team management, and analytical skills.

🥇 You have excellent communication skills 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.