Workster is partnering with a leading BPO / Technology giant to hire an Operations Manager to oversee their new client structure in Varna and Ruse, in Bulgaria. The ideal candidate will relocate to either city, preferably Varna, and lead the team from there, establishing a key relationship with the client as well. A relocation package is provided.

Your Responsibilities

• Oversee and maintain accountability for Key Performance Indicator (KPI) performance across all aspects of the account.
• Develop and implement strategic staffing and capacity planning initiatives to ensure optimal resource allocation.
• Design and execute comprehensive training programs to enhance team capabilities and maintain service excellence.
• Direct day-to-day operations with a focus on efficiency, productivity, and adherence to established protocols.
• Implement and manage robust quality assurance measures to maintain the highest standards of service delivery.
• Produce and analyze detailed reports on account performance, identifying trends and recommending data-driven improvements.
• Foster a culture of employee engagement and professional development within the team.
• Serve as the primary liaison between various stakeholders, including front-line consultants, Team Managers, senior leadership, and the client.
• Ensure strict compliance with all contractual obligations and internal policies.
• Proactively identify and mitigate potential risks to account performance and client satisfaction.
• Collaborate effectively with Key Departments and stakeholders.

Your Qualifications

• A university degree is essential.
• Fluent in Romanian and English.
• Proficiency in Czech and/or German languages will be considered as an advantage.
• Demonstrable proficiency in computer applications is mandatory, including advanced skills in MS Word, MS Excel, MS PowerPoint, and extensive knowledge of internet-based technologies.
• Fluency in English is required
• A minimum of 4-5 years of relevant experience in BPO industry or similar, demonstrated experience in people and stakeholder management.
• Proven track record in managing large teams and implementing organizational change management strategies.
• Exceptional communication skills, both written and verbal, with the ability to deliver high-level presentations.
• Demonstrated capacity to efficiently manage time and simultaneously oversee multiple schedules, meetings, and initiatives.
• Proven ability to conceptualize, develop, and execute highly effective service delivery strategies.
• Demonstrated proficiency in cross-cultural negotiations and remote communication.
• Ability to travel between Sutherland’s sites. (Ruse and Varna)

The Offer

• A strategic role at the heart of the company’s growth in Bulgaria;
• Excellent base salary and benefits package
• International and stimulating work environment.
• Be part of a major player in the international and worldwide BPO market
• Outstanding growth opportunities