Operations Manager - FULLY REMOTE

Our client is a leading BPO company which is the largest independent outsourcer on the Balkans. In order to expand their operations management team, they are now looking for an experienced:

Operations Manager - FULLY REMOTE


• Deliver successful operational performance working on all levels within the project, using the “playing to strengths” model, to deliver the Operational Plan of the site;
• Fully accountable and responsible for the financial performance of the Project, included but not limited to Revenue and Margin targets and Customer/Client satisfaction metrics/targets;
• Fully accountable and responsible for the resources within the Project, including but not limited to decisions for any positional/personnel changes within the Project under their control, in accordance to the Company’s procedures and practices and within the boundaries of performance, attitude, behavior and service delivery;
• Assess in depth the strengths of the team and design an operational model to further improve those strengths and deliver the business objectives/goals;
• Develop, implement and maintain effective planning and analysis with appropriate analytical tools to establish goals and measure the performance of the Project consistent with the Client’s needs;
• Review monthly results and implements improvement measures and initiatives if needed;
• Ensure SLAs and KPIs implementation, deployment and compliance across remit;
• Develop performance measures that support the Project’s SLAs and KPIs;
• Manage a team of Team Leaders & Supervisors.


• 2+ years of experience on an operational management or team lead role;
• Experience in resource management & planning of complex projects in BPO environment;
• Proven track record in performance management of both individuals and teams;
• Experience in monitoring project progress according to the given objectives;
• Experienced in process & change management, implementation of new processes and new strategies;
• Very good financial acumen required to successfully manage relevant calculations for resource planning;
• Excellent communication and leadership skills;
• Problem-solving and decision-making skills;
• Very good computer literacy;
• Fluent in English.

Should you consider yourself as the right candidate for this role, we would be glad to receive your CV in English.

Only shortlisted candidates will be contacted by our consultants.

Applying for this position, you are authorizing Novi Global to work and process with your personal information following the Law for Personal Data Protection.

Agency license Number 2123 issued on 04.10.2016.
Job Type:
Job Title:
Operations Manager - FULLY REMOTE
Bulgaria - Any Region

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