Head of Operations
Wibit Consulting & Services (WibitCS)
- Bratislava, Bratislavský kraj
- Trvalý pracovný pomer
- Plný úväzok
- 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
- 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
- Excellent remuneration package
- A dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
- Opportunities to grow within the international company