German Operations Manager - Athens Greece
German Operations Manager - Athens Greece
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Job Description
Learn Lead & Grow. #SitelGreece
As a global leader in endtoend customer experience (CX) products and solutions Sitel Group partners with the worlds bestloved brands from Fortune 500 companies to local startups to design build and deliver a competitive edge across all customer touchpoints.
With our awardwinning culture built on 35 years of industryleading experience and commitment to improving the employee experience we improve business results by pairing innovative design thinking and digital solutions including selfservice artificial intelligence (AI) automation and datadriven analytics with the expertise emotion and empathy of our people to Create Connection. Value Conversation.
Come and work with us.
We are looking for a talented and accomplished GermanOperations Managerto be responsible for managing a full operation providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.
As anOperation Managerin this project your daily responsibilities will include:
- Reporting to our Site Director you will be the line management responsibility for Operations Managers
- Preparing analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews
- Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPIs
- Ability to support P&L analyzes and make decisions aligned with Client and Corporate business
- To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
- Overall accountability for training development and mentoring of direct reports to provide opportunities for skills expansion and career development
- Management of any Client escalations relating to the Operational teams performance
- Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution
- Ensure process audits are completed quarterly for each customerrelated transaction and improvement plans agreed
- Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives
- Takes personal responsibility to understand and comply with all company and client Health Safety and Security responsibilities
Maximize your experience.
To succeed in the role you will need to have:
- Native our proficient German(mandatory)
- Advanced level of English (at least C1 both verbal and written
- Bachelors degree or directly related work experience
- Strong English verbal and written communication skills (mandatory)
- A proficient second language will be a plus
- Minimum of 2 years previous Call Center experience
- Evidence of effective interpersonal coaching and leadership skills
- Good organization/time management skills and problemsolving skills
- Ability to work with a variety of people from diverse backgrounds
- Ability to organize and prioritize set priorities and multitask
- Ability to adhere to all organizational policies and procedures
- Ability to provide feedback in a positive and supportive manner
- Ability to assess agents professional linguistic technical and diagnostic skills identify strengths/weaknesses and recommend solutions
- Able to effectively use Microsoft applications (i.e.: Word Excel PowerPoint Project Outlook etc.
- Strong knowledge of key functional areas including workforce management forecasting performance management process improvement quality assurance technology and reporting.
- Experience working in a metricsdriven environment with responsibility creating and executing plans to achieve desired results
Specific Requirements (when necessary):
- Availability to travel
- Outofhours support
Gain stability expand possibilities.
Whats in it for you We give our people the tools and the freedom to learn grow have fun and be themselves.
- Competitive wages and stability
- Private healthcare & dental insurance
- Continuous learning/development opportunities and competitive career opportunities
- A safe friendly creative innovative and technological organization
- International and multicultural environment (celebrations our SitelFit wellness program initiatives to develop your skills and events to increase the team spirit)
Be bold. Be you.
Our success lies in our diversity and our differences are our strength. We are an equal opportunity company and we value and respect diversity. You choose where you want to go; we help you get there!
Apply today!
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Required Experience:
Manager
Employment Type
Full Time
