Overview
Head of Operations Jobs in Bratislava, Bratislava, Slovakia at wibitcs
Title: Head of Operations
Company: wibitcs
Location: Bratislava, Bratislava, Slovakia
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 on-site, 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 5-6 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 well-informed 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 large-scale BPO Contact Centre operations (5-10 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, customer-focused, detail-oriented, 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
