Workster is partnering with a leading BPO company to find a German-speaking Senior Operations Manager to join their team in Timișoara, Romania. This role is ideal for experienced professionals with a strong background in operations management, leadership, and strategic planning. If you excel in optimizing processes, driving performance, and leading cross-functional teams, this is an exciting opportunity for you!

Your Role:

  • Oversee and manage all operational activities, ensuring alignment with the signed Statement of Work (SOW) and company objectives.
  • Lead the performance of the program, driving adherence to SLAs, KPIs, and fostering a culture of continuous improvement.
  • Enhance the effectiveness and efficiency of cross-functional support services (Recruitment, Training, Quality, HR, IT, Finance) through improved coordination and communication.
  • Implement and monitor quality control measures to ensure that deliverables meet high standards and drive team performance.
  • Spearhead initiatives and process improvements that contribute to the long-term success and operational excellence of the organization.
  • Contribute to the development and presentation of business development proposals, influencing strategic direction.
  • Set operational objectives and manage the delegation of tasks to Team Leads, ensuring optimal productivity, skill development, and customer satisfaction.
  • Actively participate in both short-term and long-term strategic planning as a senior member of the management team.
  • Balance the needs of key stakeholders, aligning team efforts with overall business goals and objectives.
  • Manage and motivate Team Leaders and Associates, driving performance to consistently meet or exceed SLAs and KPIs.
  • Lead and deliver complex client engagements, identifying and implementing creative and effective business solutions.
  • Regularly engage in customer reviews, forecasting, and planning sessions for both day-to-day operations and peak/seasonal demands.
  • Ensure superior customer service by thoroughly understanding client needs and proactively addressing any challenges or opportunities.

Your Qualifications:

  • Language Proficiency: Fluent in German (B2 or above), with strong written and spoken English (B2 level or higher).
  • Education: Bachelor’s/College Degree or higher (Post Graduate Diploma/Master’s Degree) in any field.:
  • At least 10 years in a related field, preferably in retail or a similar industry.
  • 2-3 years in a senior managerial or leadership role, focusing on operations management.
  • Experience managing large teams of approximately 50-100 members.
  • Experience in managing technical service, customer service, or equivalent functions is highly preferred.
  • Previous experience in managing contact center operations is a plus.
  • Leadership Skills: Strong leadership and people management abilities.
  • Strategic & Operational Mindset: Ability to think strategically while implementing practical, hands-on solutions.
  • Communication & Problem-Solving: Excellent communication, analytical, and problem-solving skills.

The Offer:

  • Leadership Opportunity – Take charge of high-impact projects in a thriving and fast-growing environment.
  • Strategic Influence – Play a key role in shaping operational success through hands-on leadership and decision-making.
  • Career Growth & Professional Development – Access to high-level training and career progression opportunities.
  • Collaborative & Supportive Culture – Work with a dynamic, innovative team that values teamwork and problem-solving.
  • Employee Well-Being & Benefits – Private health insurance and a workplace that promotes work-life balance.