Operations Manager

POSITION: Operations Manager - Germany
Responsibilities
The role involves the overall management, control and direction of inbound or outbound
distribution operations and works to continuously improve functionality and service levels to
our customers. Main responsibilities will include:
● Manage and drive staffing plans, schedules, quality initiatives, process change
initiatives and other change initiatives to enable operations and ultimately FC to
achieve our business plan
● Continuous improvement of business line, processes and service levels for our
customers
● Managing operations with >50 FTE in a growing organisation
● Working closely with the internal management team and clients to ensure targets are
met
● Ensuring that the teams achieve their targets based on the client's specifications -
Drawing up corrective action plans and recommendations for action in the event of
deviations from targets
● Preparing regular statistics and management reports
● Performing supervisory tasks in accordance with the organisation's and the client's
guidelines and procedures
● Work closely with staff (HR, Quality Manager, Director, Accounts, Finance Manager,
IT Manager) to build and secure support and resources for projects and initiatives
Requirements
● several years of professional experience (min. 5 years) in a comparable position as an
Operational Manager / Account / Key Account Manager
● German, Italian and English language proficiency
● professional experience in a call centers / customer contact centers / BPO company
and in dealing with different stakeholders and their various expectations
● experience in managing employees and teams