Noon Dalton

Senior Operations Manager


Senior Operations Manager


  • Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
  • To proactively maintain regular engagement with key client contacts in line with client expectations.
  • Ensure delivery of Client KPIs/targets including day to day service levels, customer experience, quality measures and compliance measures
  • Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
  • To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
  • Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
  • The continuous identification implementation of operational best practice through interaction with the wider team
  • Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
  • Selecting, effectively managing and coaching Operations Managers
  • Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
  • Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
  • Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role
  • Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
  • Excellent leadership, people management, communication and influencing skills at a senior level
  • Experience of working in an Outsourcing or contact centre operation
  • Experienced in managing large multi skilled contact centres
  • Ability to build and maintain strong client relationships
  • Ability to demonstrate been able to translate business strategy into day to day delivery
  • Setting and reviewing Quality performance standards
  • Setting and reviewing of organisational / productivity objectives in line with the commercial contract
  • Managing Client Engagement
  • Responsible for Business Continuity
  • Ability to manage and influence key stakeholders

Person Profile

  • Minimum 5 years in a BPO/Outsourcing Senior Management role.
  • Experience of handling centres of 100+ FTE
  • Fluent in both German and English
  • Exemplary German and English written and verbal communication skills
  • Comprehensive applied knowledge and expertise, gained at a professional level, in all aspects of the area of focus applicable to the specified role.
  • Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
  • Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions.
  • Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
  • Advanced analytical, evaluative, and objective critical thinking skills.
  • Working knowledge and understanding of the principles and processes of computerized business and operating systems.
  • Ability to gather data, compile information, and prepare reports.
  • Knowledge and understanding of integrated program planning, development, and administration within a public institution environment.
  • Skill in organizing resources and establishing priorities.
  • Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
  • Ability to provide technical guidance and leadership to professional personnel in areas of expertise.
  • Experience handling Outsourcing Call centers of 100+ FTE

You can send  your applications via email to

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