We are looking for:

Operations Manager

Belgrade

About us:

Contact Service is a global contact center outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments. We provide multichannel approach - voice, chat, email and social media.

Summary:

As a key member of the team supporting Operations, you will be accountable for meeting strategic goals, day to day business management and people management of Contact Service Operations.

You will help us to transform our philosophy into our products and services. We hope you join our team and help us to change our industry for the better.

Primary Role Responsibilities: 

• Leadership and People Management.
• Accountability for operational reporting and key performance indicators.
• Accountable for maintaining Operational Budgets.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs; installing upgrades.
• Ensure compliance with operational procedures and regulations.
• Ensure a high level of client/customer satisfaction and quality standards.
• Coordinate multiple priorities and demonstrate initiative in completing projects.
• Process management, process ownership and continuous improvement responsibilities.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Hire, coach and provide training to personnel to maintain high customer service.
• Analyze department performance and report out to Senior Leadership.
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Requirements: 

• Proficient in oral and written communications in Serbian and English.
• Possess a minimum of three years customer service experience in a contact center, or similar, environment, with at least two years of supervisory or team lead experience.
• Have a balanced focus on People, Clients, Organization, and Finances.
• Enjoy working with project teams and clients to consult on and create solutions collaboratively.
• Have experience with contact center technologies, practices and methodologies. Genesys contact center experience is an asset.
• Effective leadership skills and experience leading a diverse team.
• Analytical and problem-solving skills.
• Highly motivated individual with experience working in a fast-paced environment.
• Excellent interpersonal, communication and organizational skills.
• Advanced computer skills in MS Office Suite, such as (Word, Excel, PowerPoint, Outlook).
• Bachelor degree or higher. University of Belgrade or international diploma is an asset.
• Business Process Management certification or equivalent process experience is an asset.
• Occasional travel is required.
• Ability to work afternoon or mid-day shifts when it is needed to support clients in a different time zone.

Why work with Contact Service:

Contact Service is an exciting, fun, friendly and fast paced place to work. Our people are the most important aspect of our business. Every employee plays a role in our success. As a result, we promote a positive, encouraging and lively work environment which translates into a better experience for not only our employees, but also our clients and their customers.

Other benefits:

• Excellent working environment,
• Dedicated training and knowledge improvement,
• Full-time employment,
• Stimulating compensation.

Please note: We will only consider applications submitted in English.

Deadline for applications: 26.01.2018.