Dutch Speaking Operations Manager - Call Centre

Dutch Speaking Operations Manager – Call Centre
Riga, Latvia
Salary: €4,000 gross per month

Overview:

The Operations Manager will be responsible for overseeing the day-to-day operations of customer service processes, both voice and non-voice, ensuring optimal performance, team efficiency, and high service standards. The role will involve managing staff, streamlining processes, and implementing strategies for operational improvement. The ideal candidate will have extensive experience in the BPO sector, with a deep understanding of customer service operations.

Key Responsibilities:

• Oversee daily operations of the customer service team, ensuring efficient and smooth workflow.
• Manage and lead a team responsible for voice and non-voice customer service processes.
• Develop and implement operational strategies to optimize performance.
• Monitor and maintain key performance indicators (KPIs) for the team, ensuring service excellence.
• Build and maintain strong relationships with stakeholders.
• Implement process improvements and ensure adherence to company standards.
• Collaborate with cross-functional teams and across multiple geographies (Multi-Geo operations).
• Manage scheduling, including rotational 24/7 shifts, ensuring adequate coverage.
• Understand and stay updated on trends within the cryptocurrency space (preferred).

Qualifications and Skills:

• Experience: Minimum of 10-12 years of relevant experience in BPO customer processes, including both voice and non-voice operations.
• Education: Bachelor’s degree or equivalent.
• Geographical Experience: Multi-Geo operational experience is preferred.
• Leadership Skills: Strong team management and leadership experience.
• Communication: Excellent communication and interpersonal skills.
• Stakeholder Management: Proven experience in managing stakeholder expectations.
• Industry Knowledge: Understanding of cryptocurrency (preferred but not required).
• Shifts: Must be comfortable working in a rotational 24/7 shift environment.

Key Attributes:

• Strong leadership, analytical, and problem-solving skills.
• Ability to manage large teams and deliver results in a fast-paced environment.
• Proficiency in Dutch and English.

This is an excellent opportunity for a seasoned operations manager with a passion for customer service and operational excellence to contribute to a dynamic team in a growing market.