OPERATIONS MANAGER

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Please NOTE: The job will have a hybrid flow. The applicants should preferably be based in Bucharest.

This role is for you if you accomplish the following requirements:
English (C1 required), knowing other language is an advantage
University degree or Master’s degree
Minimum of 5 years’ experience in BPO/call center or similar position
Minimum of 3 years’ experience as an Operation Manager or Project Manager directly managing and developing front-line leaders, team managers and advisors
Excellent communication skills.
Strong organizational skills to give the team direction
Financial knowledge
Experience in understanding performance metrics and developing them to measure progress against key performance indicators
You are passionate about providing the best service to our corporate clients

Descrierea jobului

Work schedule – Monday to Friday 9:00-17:00 HYBRID
Start date: ASAP
Managing the day-to-day activities of the team (team managers, advisors, quality control, trainer, resource planners and reporting- 100+ employees)
Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
Collect, track, & present metrics related to processes, team accuracy and efficiency
Drive improvements in efficiency, throughout and cost across the project
Motivating the team to achieve organizational goals
Delegating tasks to team members
Conducting training of team members to maximize their potential
Empowering team members with skills to improve their confidence, product knowledge, and communication skills
Conducting quarterly performance reviews
Creating a pleasant working environment that inspires the team
Financial tracking of project profitability
Benefits - We have attractive compensation and incentives:
Meal Tickets
Free health insurance package
Relax areas
A young and friendly work environment.
An interactive learning experience.
Lots of growth possibilities (more than 90% of advancement & promotions come from internal resources).
Paid training period.
Very attractive salary package + performance bonuses.

Descrierea companiei

Ascensos is an award-winning omnichannel contact center dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including Wickes, ALDI, B&Q, DFS, Sofology, Ann Summers and Big Bus Tours.

Customer service careers can be extremely rewarding, and the Ascensos culture is a huge part of what makes us the employer of choice for so many.

With operations in the UK, Romania, Turkey and South Africa, we are fully invested in empowering our colleagues to thrive because we are committed to our teams' success.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

Looking forward to having you in #theAteam!