Operations Manager

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 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) 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)