Operations Manager

The Operations Manager is responsible for leading the strategic and operational management of a service center, ensuring the achievement of business objectives through effective planning, budgeting, and team leadership. It involves optimizing performance, driving continuous improvement, and maintaining strong client relationships while aligning with company values and compliance standards.

Client Details

Our client is a multinational contact center company, recognized for delivering high-quality, multi-client customer service solutions. With a strong global presence, it provides tailored support across industries, combining innovation, operational excellence, and a people-focused culture.

Description

• Plan the achievement of the general and specific objectives of each service in the short, medium, and long term;
• Prepare and negotiate accurate and profitable budgets, with realistic time forecasts, in accordance with the company's established policies and procedures;
• Organize the current and future operational structure of the Center, with accurate forecasts and clearly defined responsibilities, ensuring continuous coordination with related departments, such as HR;
• Monitor planned activities, identifying deviations and defining and implementing corrective and/or preventive procedures and actions aimed at improving both individual and team performance levels;
• Ensure timely and accurate delivery of defined reports on goal tracking, cost analysis, productivity and quality ratios, including the development of new systems for problem-solving and opportunity identification;
• Conduct qualitative and quantitative analyses, providing improvement proposals for processes and structure in terms of human, technological, and organizational resources, while documenting business needs to enhance profitability;
• Maintain continuous communication with the client to negotiate agreements, measure and ensure client satisfaction, and report satisfaction levels to the Operations Management;
• Manage work teams by ensuring that objectives and necessary information are effectively communicated to all members, through Business Managers and in alignment with the company's leadership style, while supporting employee development and growth;
• Actively promote company values, serving as a role model for organizational culture and ensuring compliance with company policies, procedures, and safety regulations;
• Oversee and monitor service billing, personnel expenses, and company suppliers, ensuring compliance with established procedures;

Profile

• Master's degree in Business Administration, Economics, or a related field;
• Proven experience in Contact Center management, including the implementation of commercial strategies and sales techniques;
• Strong background in team management, with demonstrated ability to lead, develop, and motivate high-performing teams;
• Excellent analytical and problem-solving skills, with the ability to interpret data and drive performance improvements;
• Strong communication and interpersonal skills, with the capacity to manage client relationships and internal stakeholders effectively;
• Results-oriented mindset, with a proactive approach to identifying opportunities and implementing improvements.
• Fluency in English; additional languages are a plus;
• Advanced proficiency in MS Office tools, especially Excel and PowerPoint; familiarity with CRM or Contact Center platforms is a plus.

Job Offer

• Performance-based bonus structure.
• Supportive and collaborative work environment.
• Opportunities for professional growth and development.