Customer Operations Lead
Our SSC partner based in Debrecen is looking for an Operations Manager to join their team to ensure that operations teams are adequately supported and resourced, while services are delivered in line with customer needs, contractual requirements and company policies. If this description describes you, please apply with your CV in English!
Feladatok / Tasks
-
Lead, mentor and motivate managers and operations teams.
-
Continuous monitoring and improvement of services to ensure they meet contractual obligations (SLA, KPI).
-
Maintaining constant contact with customers, assessing their needs and implementing service strategies.
-
Resolve operational and customer service issues quickly and efficiently, managing escalations when necessary.
-
Collaborate with different departments (Training, Quality Assurance, IT, HR) to optimise processes.
-
Continuously monitor performance indicators, prepare reports and develop improvement proposals.
-
Keep service documentation, SOPs, and knowledge base up to date and consistent.
-
Foster a customer-focused, results-driven, and adaptive work culture.
Amit nyújtunk / Offer
-
A dynamic and challenging leadership role
-
A stable company within a growing industry
-
Professional development and career development opportunities
-
Modern working environment
-
Diploma in Business, Operations, or related field (or equivalent experience)
-
At least 5 years of relevant experience in customer relations, operations or BPO
-
Minimum 3 years of management experience
-
Excellent command of English (oral and written)
-
Strong Microsoft Office skills and CRM experience (e.g. Salesforce, Zendesk)
-
Outstanding problem solving, organisational and time management skills
-
Experience in leading and motivating teams Strong customer centric approach and strategic thinking