Operation Manager for BPO with Greek

About the Role

We are seeking an experienced Operations Manager to lead and scale a customer service operation supporting Greek-speaking clients within a global BPO environment.

This role is responsible for end-to-end operational performance, including team leadership, client management, service delivery, business profitability, and continuous improvement. The ideal candidate combines strong people leadership, operational discipline, and a results-driven mindset, ensuring high quality standards and consistent KPI achievement.

Key Responsibilities

Operations Management & Service Delivery
- Oversee the daily operations of customer service programs
- Ensure compliance with KPIs, SLAs, and quality standards
- Monitor performance metrics and implement corrective actions
- Drive operational efficiency, productivity, and service excellence

Financial Performance & Profitability Management
- Monitor operational profitability by managing costs, productivity, and efficiency using key metrics (cost and revenue per FTE, operating margin, etc.)
- Identify cost optimization and efficiency improvement initiatives
- Ensure alignment between the operating model and contractual financial objectives

Team Leadership
- Lead, develop, and support Team Leaders, Supervisors, and operational teams
- Build a high-performance culture based on accountability and results
- Drive engagement, retention, and performance management initiatives

Client Management
- Act as the primary point of contact for the client on operational and performance-related matters
- Build and maintain strong, long-term client relationships
- Lead business review meetings (WBRs, MBRs, QBRs), including operational and financial performance reviews
- Identify opportunities for improvement and growth within the account

Continuous Improvement
- Analyze operational data to identify trends, risks, and opportunities
- Ensure delivery of periodic performance reports, including KPIs and profitability, for both client and internal stakeholders
- Lead action plans to improve service levels, CSAT, efficiency, and operating margin
- Identify and implement improvements in processes, productivity, and customer experience
- Collaborate with Quality, Training, and WFM teams to enhance results
- Support transition processes, ramp-ups, and new service launches

Core Competencies
- Leadership and people development
- Results and profitability orientation
- Analytical thinking
- Effective communication and stakeholder management
- Data-driven decision-making
- Operational discipline and execution focus

What We Offer
- Role with direct impact on operational results
- Exposure to international clients and complex operations
- Dynamic, high-growth, performance-driven environment
- Professional development opportunities
- Flexible work model (remote)

Profile
- 5+ years of experience in operations management within BPO or customer service environments
- Proven experience leading operational teams and contact center structures
- Experience in client-facing roles
- Experience working with international clients and multicultural teams
- Strong results orientation with a focus on performance and profitability

Technical Skills
- Solid knowledge of contact center operations (voice, non-voice, omnichannel, AI)
- Experience with CRM systems and contact center tools
- Proficiency in Microsoft Office or advanced Google Workspace, and reporting skills (Power BI is a plus).

remote