Senior Operations Manager - Athens, Greece

About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Come and work with us.

As a Senior Operations Manager, your daily responsibilities will include:

• Lead teams to meet and exceed business objectives, ensuring the consistent achievement of all financial and operational KPIs across the site.
• Be directly involved in the recruitment, selection, induction, and ongoing skills development of all direct reports, ensuring we attract and retain the best talent.
• Provide line management for campaign Operations Managers.
• Ensure CLOE metrics are consistently achieved and appropriate actions are taken to address any shortfalls.
• Conduct formal quarterly performance reviews and regular 1:1 meetings with direct reports against KPIs.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all teams, taking appropriate action where necessary.
• Manage campaign migrations and new business implementations.
• Ensure actions arising from the Employee Satisfaction Survey are implemented and continuously reviewed.
• Take overall accountability for the training, development, and mentoring of direct reports, providing opportunities for skills expansion and career development.
• Foster a culture of open and honest two-way communication, ensuring key messages are effectively cascaded.
• Manage client relationships at an operational level by coordinating information and data requests and ensuring delivery within agreed timescales and required quality standards.
• Coordinate responses to client change control requests.
• Ensure call monitoring is undertaken in line with CLOE requirements and reported monthly across a representative sample of all transaction types, with appropriate action taken to address any shortfalls.
• Ensure client satisfaction surveys are undertaken, with action plans implemented and regularly reviewed.
• Manage client escalations relating to the operational team's performance.
• Apply processes for tracking client satisfaction and complaints, ensuring timely response and resolution.
• Ensure process audits are completed quarterly for each customer-related transaction, with improvement plans agreed and implemented.
• Prepare, analyse, and present performance data to clients as part of monthly business reviews.
• Make commercial decisions affecting P&L performance.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools.
• Ensure the integrity and accuracy of financial reporting and analysis at both site and client levels.
• Ensure budgeted revenue and EBITDA are achieved by ensuring clients are invoiced for all billed hours.
• Ensure team members are recruited on time with the appropriate skills and aligned with client forecasts, while effectively managing absenteeism and attrition to maximise EBITDA contribution.

Compliance

• Proactively manage and take responsibility for all Health and Safety matters, ensuring a safe working environment for all staff.
• Ensure all staff (Foundever employees and agency/contract staff) fully comply with the security policies and requirements of Foundever and our clients. Ensure employees receive an appropriate level of knowledge and awareness to comply with these policies within the context of their role, taking appropriate action where non-compliance is identified.
• Fully comply with the company's Information Security Policy and Procedures.

To succeed in the role, you will need to have:

• Personal responsibility to understand and comply with all company and client security requirements and policies.
• Proactively manage and be responsible for all Health and Safety issues, ensuring a safe working environment for all staff.
• Ensure that all staff complies fully with the security policies and requirements of Foundever and our Clients, ensuring staff are given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
• Excellent verbal and written communication skills and presentation skills
• Strong leadership skills with ability to manage multiple teams and large groups of people.
• Strong financial management skills in a metric-driven environment with demonstrated management of P&L
• Analytical thinker, at ease in producing data analysis to support decision making
• Excellent interpersonal skills and experience in partnering with multiple operational support and client contacts
• PC skills including the ability to use a variety of products included in the Microsoft Office suite
• Self-organized, planning and prioritization skills
• Patience, empathy, and a unique ability to manage stress
• Solution oriented
• Must hold EU citizenship or valid work permit for Greece
• Be a local candidate as it's an office based position in Athens, Greece

Education and experience:

• Education: Degree in Business Administration, Management, or an equivalent combination of education and directly related experience.
• Languages proficiency: C1+ Level of written and spoken English language 
• 4+ years directly related experience, including two or more years of team management experience.
• Proven track record of successful customer relationship management.
• At least 24 months of experience as an Operations Manager at Foundever.
• This role is 100% office based; therefore, successful applicants must be within commuting distance of the office.
• Must have met KPI targets during the three months prior to application.

Skills

• Strong leadership skills with the ability to manage large groups of people.
• Strong verbal and written communication and facilitation skills.
• Strong interpersonal skills.
• Customer relationship management skills.
• Demonstrated ability to analyse processes, drive change, and think both operationally and strategically to achieve business goals.
• Effective problem-solving skills.
• Change management.
  
  
  
  
  

Knowledge & Abilities

• Demonstrated knowledge of contact centre operations and customer support.
• Demonstrated knowledge of the technology industry and general business management.
• Proven financial expertise, including P&L ownership, budget management, forecasting, financial reporting, and driving profitability through sound commercial decision-making.
• A curiosity and passion for Artificial Intelligence (AI) concepts and applications - experience of application/use of these in a business environment would be a plus

Personal Skills

• Strong customer service orientation, analytical thinking, and decision-making skills.
• Flexibility and the ability to work in a fast-paced environment.
• Stress tolerance.
• Excellent written and verbal communication skills.
• Strong organisational and time management skills.
• Proactive attitude.
• Task- and target-oriented.
• Ability to maintain confidentiality.
• Ability to adhere to all organisational policies and procedures.
• Ability to effectively interact with employees at all levels of the organisation.
• Teamwork.

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

• Very competitive wages and stability
• Fully paid training
• Private healthcare 
• Continuous learning/development opportunities
• Competitive career opportunities
• A safe, friendly, diverse, supporting and technological company
• International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
• EverBetter wellness program (Fitness room in our premises)
  
  

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
 

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