Operations Manager
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Job Location:
Amsterdam - Netherlands
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Job description
Operations Manager Customer Services the Netherlands
Are you a strategic people leader with a sharp operational mindset Do you know how to translate business goals into strong daily performance while building engaged high-performing teams Then this could be your next step.
At Cygnific we are looking for an Operations Manager who combines people leadership operational excellence and stakeholder this role you are responsible for the performance development and strategic direction of your operational scope while ensuring strong relationships with key markets and clients. You operate at the heart of our customer services environment where people performance and partnership come together.
What will you be doing as an Operations Manager
As Operations Manager you create the right conditions for optimal team performance. You lead and develop a group of Team Managers and ensure they are fully equipped to bring out the best in their teams.
You work closely with the Product & Performance Manager and the Customer Services Manager to translate product and departmental strategies into clear operational goals forecasts and action plans. You are fully accountable for the operational results within your scope from service levels and budget control to quality engagement and client satisfaction.
You are both a strategic partner and a hands-on leader: steering daily performance while continuously improving processes and collaboration.
Your main responsibilities:
People Management & Development
You are a high-quality people manager who builds trust engagement and performance.
You coach motivate and develop Team Leads supporting their growth and leadership skills
You conduct performance evaluations and provide regular constructive feedback
You lead team meetings and foster open communication
You monitor both team and individual performance taking timely action where needed
You create a safe positive and high-performance work environment
You manage absenteeism in line with company policies and ensure sustainable employability
You build a learning culture that drives engagement and productivity
Operations Management
You ensure operational targets are met and continuously improved.
You translate strategy into clear tactical and operational plans
You provide clear direction to Team Leads on daily monthly and yearly targets
You monitor service levels quality standards KPIs and budget performance
You ensure the right people are in the right place at the right time
You collaborate closely with Planning and Traffic Control for short- and mid-term workforce planning
You proactively identify operational risks and improvement opportunities
You provide insights and reporting to the Product & Performance Manager and Manager Customer Services
You act as back-up for the Manager Customer Services during critical situations and replace them during absence
Account Management
You build and maintain strong relationships with local markets and key clients.
You develop trusted long-term partnerships with stakeholders
You understand the business needs of your markets and translate them into operational improvements
You oversee escalations VIP requests and complaints to ensure high-quality handling
You identify commercial opportunities and follow up on sales potential
You provide structured market and customer feedback to internal stakeholders
What do you bring
HBO working and thinking level
Proven experience as a call centre or customer care manager (or similar role)
Experience within a commercial service-oriented environment
Strong knowledge of management principles and customer service metrics
Solid understanding of reporting forecasting and budgeting procedures
Experience with performance management and KPI steering
Proficiency in MS Office and call centre systems/software
Excellent command of written and spoken Dutch and English
You are structured decisive and people-focused. You know how to balance strategy with daily operational reality. You communicate clearly act with ownership and naturally build strong working relationships.
What do we offer you
A 1 year contract (32-40 hours)
A competitive salary depending on experience
A hybrid working model
Strong focus on professional development and growth opportunities
An international dynamic working environment
A culture built on collaboration diversity and continuous improvement
About Cygnific
Cygnific is a proud subsidiary of KLM. With an international team of colleagues from over 30 countries we provide 24/7 customer contact in more than 10 languages via phone email chat and social media. Besides the Netherlands we operate from the Philippines and Curaçao.
Our mission To make every interaction unforgettable.
We believe in teamwork ownership and challenging each other to grow. Diversity is not a goal it is our foundation.
Ready to take ownership of performance and people for the coming year
Apply via the apply button.
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Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
