Global Operations Manager (English) – BPO

Accountabilities:

• Lead and coordinate operations across multiple European countries, languages, teams, and delivery locations.


• Serve as the primary operational point of contact for international clients and senior stakeholders, maintaining strong and productive relationships.


• Drive achievement of key operational metrics, including KPIs, SLAs, quality, productivity, CSAT, and financial objectives.


• Lead operational implementations, transitions, ramp-ups, and stabilization activities for new services, programs, or markets.


• Identify performance gaps, operational risks, and improvement opportunities, developing and executing corrective and continuous improvement plans.


• Coordinate Operations, Workforce Management, Quality, Training, Talent, Finance, and other support functions to ensure operational alignment.


• Lead client performance reviews and governance meetings, ensuring transparency, accountability, and consistent service delivery.


• Promote scalability and best-practice sharing across international operations and delivery locations.

Requirements

• 7+ years of experience in Operations Management, preferably within BPO, Customer Experience, Contact Center, or outsourcing environments.


• Proven experience managing international or multi-country operations and multicultural teams.


• Strong background in client-facing operational leadership and senior stakeholder management.


• Demonstrated experience leading implementations, transitions, ramp-ups, or operational stabilization initiatives.


• Strong understanding of BPO and Contact Center operations, performance management, and service delivery.


• Solid knowledge of KPIs, SLAs, productivity, quality, CSAT, and financial performance metrics.


• Advanced Excel skills and strong reporting and data analysis capabilities.


• Fluent English at C1–C2 level; English proficiency is mandatory.


• Strong leadership, communication, analytical, problem-solving, and stakeholder management skills.


• Additional European language skills are a plus.


• Experience with Power BI or other business intelligence tools is advantageous.


• Experience managing large-scale multinational customer service operations is beneficial.


• Exposure to technology, AI, transformation, or operational excellence initiatives is a plus.


• Experience leading data-driven operational improvement programs is desirable.

• Fully remote working model with flexibility.


• Global and multicultural work environment with international teams and clients across multiple markets.


• Direct exposure to senior stakeholders and international clients.


• Opportunities to work on technology, AI, transformation, and operational excellence initiatives.


• Full-time position with broad responsibility across multinational operations.

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