Head of Operations (BPO)
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
David Kennedy Recruitment is working with a leading BPO/outsourcing company in Slovakia who is seeking for a new Head of Operations to join their team.
Position: Head of Operations
Location: Bratislava, Slovakia
Work model: Mostly on-site, occasional hybrid
Employment type: Full-time
Remuneration: Base salary
DUTIES AND RESPONSIBILITIES:
- Cultivate and foster current client relationships with the aim of discovering fresh business prospects and enhancing annual turnover and associated profit contributions
- Manage a group of 5-6 Operations Managers, and a company with about 500 people in total
- Summarize key insights and offer pertinent recommendations to clients based on Key Performance Indicators (KPIs) and trends
- Stay consistently informed about client businesses, objectives, and market dynamics to facilitate focused discussions and propose proactive operational solutions
- Identify opportunities for business development and collaborate with the Leadership Director to create and present strategic proposals that enhance client operations and expand service offerings
- Support the Leadership Director in formulating and negotiating the operating budget for the upcoming year
- Generate quotes for both new and existing clients, aligning with their needs and ensuring profitable outcomes for the Business Unit
- Actively seek new business opportunities to expand the client portfolio and minimize gaps in business operations
- Ensure operational teams are well-informed and trained to deliver services that meet client objectives and maximize profitability
- Foster team engagement, motivation, and performance in alignment with objectives, aiming to enhance retention rates
REQUIREMENTS:
- Successful management of a large-scale BPO Contact Centre operations, as Senior Operations Manager or higher, and in management of a couple of hundred of employees in total
- Excellent communication skills in English
- Expertise in client relationship management
- Proficient in influencing and negotiating, establishing relationships and earning respect across all levels for support
- Experience in succession planning and people development
- Strategic thinking with tactical execution ability, customer-focused, detail-oriented, articulate, credible, and able to instill confidence in demanding clients
- Comprehensive working knowledge of Microsoft Office and Business Intelligence Platforms
- Experience working in Slovakia with knowledge of the local labour market is nice to have but not a requirement
- Skill in interpreting requests/requirements and effectively presenting data to support performance improvement activities
- Knowledgeable about client industry trends
- Effective prioritization of work
- Successful performance under deadlines
- Understanding of contact centre market trends, competition, and key pain points
- Slovakian language will be nice to have
BENEFITS:
- Excellent remuneration package
- A dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
- Opportunities to grow within the international company
- Department
- Management
- Locations
- Bratislava
Bratislava
About David Kennedy Recruitment
David Kennedy Recruitment Ltd provides unparalleled recruitment services for international companies across the Europe. We bring a fresh and innovative approach to recruitment services, acting as liaison between the candidate and the client. Our goal is to exceed the expectations of every client and candidate, and leave each and every party satisfied.
Head of Operations (BPO)
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
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