Job Title:

Operations Manager in Bucharest

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Experience the power of a game-changing career

Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. And we’re proud to be recognized with awards such as \"World's Best Workplaces,\" “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

If you’re looking to grow and be inspired, as a Receptionist you will be part of our team of game-changers for our client, a leading personal insurer in France, across Europe and  Brazil, offering life, pension, personal risk, health and service products.

Essential Functions/Core Responsibilities 

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements   

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)   

• Create and maximize relationships with client partners   

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;  define and implement any corrective actions needed to meet operational performance   

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching   

• Create a positive work environment  through employee engagement; resolve employee relation issues in a professional and timely manner   

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement   

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements   

• Attend business reviews with the client   

• Handle a team of team leaders

   

Candidate Profile 

Call center experience preferredMandatory experience in content moderation for more than 3 yearsDemonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedbackDemonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goalWork well under pressure and follow through on items to completion while maintaining professional demeanorExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesDemonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrated ability to mentor, coach and provide direction to a team of employeesWillingness to work a flexible schedule

   

Career Framework Role 

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).  Is accountable for the performance and results of a team within own discipline or function.  Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.  Adapts departmental plans and priorities to resolve operational challenges.  Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director.  Provides technical guidance to employees, colleagues and/or customers.  Has accountability for results in terms of costs, strategies and employees.

Location:

ROU Bucharest - 63-69 Dr. Iacob Felix Street

Language Requirements:

English (Required)

Time Type:

Full time

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