Operations Manager

We are looking for a professional and results-driven Operations Manager to join our English Call Center team in the 5th Settlement.

Salary:Competitive salary package — determined based on experience and interview performance.If you are motivated, organized, and ready to lead a dynamic team, we’d love to hear from you!

English level: B2 or higherPrevious experience in the call center field (preferred)Strong leadership and team management skillsAbility to monitor performance, improve KPIs, and ensure high service quality

Key ResponsibilitiesPerformance Management: Monitor, analyze, and report on key performance indicators (KPIs) like customer satisfaction (CSAT) and service levels.Team Leadership: Hire, train, coach, and motivate agents to achieve team goals, including handling escalated customer complaints.Operational Optimization: Develop and implement procedures to improve efficiency and maintain high service standards.System & Technology Management: Ensure CRM, telephony, and workforce management systems operate efficiently.Budgeting: Manage operational costs, staffing schedules, and budget allocations.

English level: B2 or higherPrevious experience in the call center field (preferred)Strong leadership and team management skillsAbility to monitor performance, improve KPIs, and ensure high service quality

Key ResponsibilitiesPerformance Management: Monitor, analyze, and report on key performance indicators (KPIs) like customer satisfaction (CSAT) and service levels.Team Leadership: Hire, train, coach, and motivate agents to achieve team goals, including handling escalated customer complaints.Operational Optimization: Develop and implement procedures to improve efficiency and maintain high service standards.System & Technology Management: Ensure CRM, telephony, and workforce management systems operate efficiently.Budgeting: Manage operational costs, staffing schedules, and budget allocations.