BPO Operations Manager with German

at  David Kennedy Recruitment

David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a German-speaking Operations Manager to join their team in Budapest.
Position: Operations Manager
Location: Budapest, Hungary
Working arrangement: on-site
Employment type: Full-time

REQUIREMENTS:

• 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.

• 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 relationshipActively contribute to customer reviews, planning for BAU forecasting, peak/seasonal preparedness, and cross-sell/upsell demands with the sales team.