Bucharest Operations Manager

Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen!

We are seeking an experienced Operations Manager to join #theAteam in Bucharest.

Every day brings new challenges and excitement, and every customer interaction allows you to do what you do best: find solutions and provide exceptional customer service. 

You will become an Ascensos reference for client escalations, providing appropriate solutions and alternatives within the time limits as you ensure tickets are solved to a high standard.

As a key member of our Operations team, you will be organised, friendly and have a strong sense of customer service.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

If you have a passion for helping others, are great with people and want to gain experience representing a fantastic retail brand this could be the role for you.

You’ll join some amazing colleagues to form a great dynamic team, who use their remarkable customer service skills, to provide customers with exceptional brand and product knowledge, efficient service and a friendly attitude.

The shift pattern is typically: 40 hours within the week – 09:00-17:00 hrs.

Please note. This is role is based at our Bucharest office.

Your role can include, but isn’t limited to:

• 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.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• English (C1 required), knowing other languages is an advantage.

• University degree or Master’s degree.

• Minimum of 5 years’ experience in BPO/call centre 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 in varying circumstances, tailored to your audience.

• You thrive on being involved with your team and are a hands-on leader.

• Developing others is vital to the success of your team and ultimately you.

• Professionalism, fairness and consistency at all times.

• 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.

We recognise the unique contributions of everyone in #theAteam; 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 excellent customer service, career development and fun Fridays are the norm.

We’ll tell you all about it during your interview!

• Attractive salary.
• Meal tickets.
• Medical insurance after 3 months.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Full training & support.
• Access to our Learning & Development Talent SPA.
• Extra vacation day for your birthday and a duvet day to relax!
• Vacation days which increase with your seniority.
• ‘Refer a Friend’ scheme.
• Annual ‘Archie Star Awards’ Party.
• ‘Employee of the Month’ Awards.
• Regular fun team building sessions.
• A diverse & inclusive working environment.