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What we’re looking for
                         

We are seeking an experienced Operations Manager to join #theAteam Bucharest to develop, manage, and support a large team of direct and indirect reports to support our fashion retail client.

What to expect
                         

As an Operations Manager, you will become an expert in the processes. You will manage other leaders to ensure that Advisors’ are adequately trained and supported. You will ensure that accuracy and standards are maintained, and that risks and mitigation strategies are communicated across a globally distributed organization.

Your role will also include:

  • Managing individual and team performance expectations and goals
  • Providing individual coaching feedback sessions
  • Maintaining and improving quality and throughout of data
  • Monitoring real-time productivity to meet weekly and monthly deliverables
  • Manage day-to-day operations of a team of team managers, advisors, quality control, trainer, resource planners and reporting.
  • Oversee the hiring & training of new team members and support their development
  • 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.
  • Partner with Workforce Planning to prioritize and manage regular operational workflows as well as associated training needs.
  • Communicate with other operations and/or managers regarding risks, mitigation strategies, and success of project SLAs.
  • Utilize strategic thinking to plan/develop team and site growth.
  • Troubleshoot and resolve technical and logistical issues.
  • Ability to lead diverse talent within the team, work cross-functionally, and build consensus on difficult issues.
  • Financial tracking of project profitability.

You
                         

We think big and we’re looking for team members who think bigger, achieve more and work smarter. If you have the following skills, then we want to hear from you!

  • Bachelor’s degree or higher.
  • 4 years previous experience in BPO (Business Process Outsourcing) environment as Operations Manager, directly managing and developing front-line managers.
  • Experience in understanding performance metrics and developing them to measure progress against key performance indicators.
  • Proficiency verbal and written communication skills in English.
  • Experience with process improvement/quality control tools and methods.
  • Experience in managing medium-big accounts (100+ employees).
  • BPO/call centre experience.
  • Financial knowledge.
  • Excellent communication, strong organizational skills and detail-oriented.
  • Leadership experience in coaching and performance management.
  • Demonstrated ability to lead diverse talent within a team and work cross-functionally.

The Benefits
                         

  • Promotion opportunities
  • Health insurance
  • 24/7 Employee Assistance Programme & Wellness Hub
  • Nationwide retail discounts
  • Access to our Learning & Development Talent SPA
  • Annual ‘Star Awards’ Party
  • ‘Employee of the Month’ Awards
  • Your birthday off work! (+29 days)
  • ‘Refer a Friend’ cash scheme

Up for the challenge?
                         

We understand people don’t fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people and we are always on the lookout for new members of #theAteam to help us deliver incredible experiences for both our clients and customers.

So, if you’re ready for a new challenge then hit ‘Apply Now’ to become the newest member of our growing team.

APPLY NOW

We’re expecting lots of people want to join #theAteam. So unfortunately, if you have not heard from us, please assume that your application has been unsuccessful on this occasion.

The Ascensos Story

Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow’s customer needs.

Within six years, we have expanded our operations across Europe; with sites in Scotland, England, Romania and Turkey. For us it’s all about loving what you do.

Be our next A-Player

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. So there’s no room for average.

We recognise the unique contributions of all our Ascensos colleagues across Europe, it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering great customer service, career development and fun Fridays are the norm.