Head of Operations

Together with David Kennedy Recruitment we are working with a leading BPO/outsourcing company in Slovakia who is seeking for a new Head of Operations to join their teams in Bratislava.

Work model: Mostly onsite occasional hybrid

DUTIES AND RESPONSIBILITIES:

• Cultivate and foster current client relationships with the aim of discovering fresh business prospects and enhancing annual turnover and associated profit contributions
• Manage a group of 56 Operations Managers
• Summarize key insights and offer pertinent recommendations to clients based on Key Performance Indicators (KPIs) and trends
• Stay consistently informed about client businesses objectives and market dynamics to facilitate focused discussions and propose proactive operational solutions
• Identify opportunities for business development and collaborate with the Leadership Director to create and present strategic proposals that enhance client operations and expand service offerings
• Support the Leadership Director in formulating and negotiating the operating budget for the upcoming year
• Generate quotes for both new and existing clients aligning with their needs and ensuring profitable outcomes for the Business Unit
• Actively seek new business opportunities to expand the client portfolio and minimize gaps in business operations
• Ensure operational teams are wellinformed and trained to deliver services that meet client objectives and maximize profitability
• Foster team engagement motivation and performance in alignment with objectives aiming to enhance retention rates

REQUIREMENTS:

• Successful management of a largescale BPO Contact Centre operations (510 years)
• Excellent communication skills in English
• Expertise in client relationship management
• Proficient in influencing and negotiating establishing relationships and earning respect across all levels for support
• Experience in succession planning and people development
• Strategic thinking with tactical execution ability customerfocused detailoriented articulate credible and able to instill confidence in demanding clients
• Comprehensive working knowledge of Microsoft Office and Business Intelligence Platforms
• Experience working in Slovakia with knowledge of the local labour market & law will be ideal but not a requirement.
• Skill in interpreting requests/requirements and effectively presenting data to support performance improvement activities
• Knowledgeable about client industry trends
• Effective prioritization of work
• Successful performance under deadlines
• Understanding of contact centre market trends competition and key pain points
• Slovakian language will be nice to have

BENEFITS:

• Excellent remuneration package
• A dynamic multilingual multicultural and creative team with positive and friendly atmosphere
• Opportunities to grow within the international company