Workster partners with a leading multinational technology BPO business which is looking to recruit a German-speaking Operations Manager to join their team in Budapest.

Your Role

  • Manage operational activities as per the Signed SOW
  • Drive program performance – SLAs, KPIs adherence and improvements
  • Prepare and drive regular weekly, monthly, and quarterly reviews with customers and all stakeholders
  • 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
  • Implement and oversee quality of deliverables and manage team relationships effectively to ensure exceptional performance
  • Drive initiatives and process improvements in the management team and organizationally that contribute to long-term operational excellence
  • Participate in the development and presentation of proposals for business development
  • Focus on Project compliance and drive project compliance and security requirements as needed
  • Participate in compliance and security audits to ensure operational teams are aligned to project requirements
  • Oversee and drive regular audits with support from operations and quality teams, ensuring adherence to quality principles and frameworks
  • 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, with clear roles and responsibilities discussed on a monthly basis
  • Contribute to short and long-term organizational planning and strategy as a member of the management team
  • Balance the needs of key stakeholders and ensure the teams are aware of the combined end goals
  • Manage and drive performance from the Team Leaders and Associates in meeting SLAs and KPIs
  • Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company
  • Provide excellent customer service, determine the needs of the client, and build a strong customer relationship
  • Actively contribute to customer reviews, planning for BAU forecasting, peak/seasonal preparedness, and cross-sell/upsell demands with the sales team.

Your Qualifications

  • Bachelor’s/College Degree, Post Graduate Diploma, or Master’s Degree in any field
  • At least 5 years of working experience in managing voice customer care projects (Retail domain experience preferred)
  • At least 1-2 years of working in the same capacity/role
  • Excellent written and spoken communication in German (high B2/C1) and English
  • Preferably Associate Managers/Managers specializing in Customer Service or equivalent
  • Flexibility with working hours as per Project requirements
  • Working from the office most of the time
  • Experience in handling contact center activities for any Online Retail Company preferred
  • Strategic and hands-on with operations requirements and driving performance
  • Ability to manage approximately 100-150+ FTEs
  • Experience in handling work-from-home teams
  • Awareness and understanding of peak volumes and flex management
  • Flexibility to work extended hours, during holidays, and weekends if required
  • Ability to work independently under pressure
  • Strong leadership skills to drive team performance
  • Attention to detail, strong data analytical skills, and coordination with WFM teams for data analysis
  • Drive team motivation and employee engagement activities.

The Offer

  • Opportunities for growth in an international and multicultural workplace
  • Relocation support
  • Comprehensive training
  • Competitive compensation in line with the market
  • Private medical insurance for the employee and dependents
  • Dynamic and creative team with positive and friendly atmosphere
  • Guidance and tools to reach your full potential