OPERATION MANAGER
2013-05-02
Our client is a market leader BPO company, who is in Czech Republic since 2004 with the establishment of the Brno Delivery Center. Currently they have over 1 600 employees in Brno and they employ people from 33 countries covering 4 continents.
As OPERATION MANAGER You will provide accountability and leadership on the clients´ project, by managing up to 125 FTE call centre staff. You will have direct management of up to 9 Team Leaders. You will be the responsible for fulfillment of all call centre KPI’s across this team. You should ensure the client as the team deliver quality and efficiency targets. Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout). Conducts periodic reviews with team leaders and drives corrective action where required. Manage attrition and profitability within their teams
You are the ideal candidate if you have at least 2-4 years experience in Operation Manager/Delivery Manager roles within a SSC company and several years experience in Customer Service / Contact Centre Industry.Deep domain knowledge of Customer Service/Voice processes. You should have deep understanding of Contact Center process and business metrics including best practices and benchmarks and also experience in the use of Analytics and Problem Solving tools/approaches. You should have in-depth knowledge of Quality Tools and Techniques to drive continuous improvement. You should be able to anticipate customer needs and provide solutions in line with customer expectations. Due to the international environment the fluent English is a must for the position.
Our client can offer several training, business trips to abroad and a modern working environment.
Should you be interested, please forward your English resume to marczi@hays.cz
