Call Center Operations Manager - FINTECH – Plovdiv, Bulgaria
At TTEC, we’re all about the Human Experience. Elevated. As an
Operations Manager in Plovdiv you’ll be a part of creating and
delivering amazing customer experiences while you also
#ExperienceTTEC, an award-winning employment experience and company
culture.
What you will be doing:
Do you have a passion for leading, mentoring and coaching? Looking
for an opportunity to work closely with an iconic brand in the
Fintech industry? In this role, you’ll support and motivate your
team to make sure they’re on track to meet client and business
goals.
You’ll have responsibility for the operational direction and
financial performance of the business
You’ll manage, inspire, and motivate a number of junior managers to
ensure operational excellence, service improvement and process
refinement is realized, driving effective operating models to
maximize revenue and performance.
You’ll report to the Operations Director. We’re looking for a
leader to Act as one, as you will encourage and motivate your team
to resolve issues, accomplish goals and influence their career
mobility.
Your accountabilities and activities will include
• Supporting the Operations Director in defining the Operational
strategy to ensure the long-term development and success of the
business
• Responsibility for the direct management and development of
the junior management team
• Responsibility for the development of the operational talent
pool by optimizing the skills of the existing team via effective
succession planning to ensure key roles are filled and individual
talent is recognized.
• The continuous identification and implementation of
operational best practice and proactive solutions through
interaction with the wider TTEC digital and TTEC Engage teams.
• Supporting the introduction of new business, ensuring long
term success and maximum revenue generation for TTEC.
• Contributing to the operational elements for new bids and new
services
• Responsibility and accountability for the operational
performance of the Client Area(s) and for exceeding targets of all
required metrics and Key Performance Indicators.
• Responsibility to create an environment in which employees
consider themselves as stakeholders.
• Effective Stakeholder management and client relationship
building to ensure seamless partnership with the client(s) and
build trust in our business.
• To over-see the forecasting, planning and real time delivery
of our man-power – to meet client volume and profiles.
• Working with the Recruitment and Learning and Development
teams to define specific recruitment and training needs.
What You Bring to the Role
• A minimum 3 years call center management or equivalent work
experience ideally within the fintech space.
• Continuously promote a performance-driven culture and always
work towards reaching for amazing
• Engage and support your team in making sure they have the
proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for
reporting
• You’ll have good process and change management experience to
aid your delivery of business needs and changing client
requirements
• Strong people and client leadership and stakeholder management
What You Can Expect
· Knowledgeable, encouraging, supporting and present
leadership
· Diverse and community minded organization
· Career-growth and lots of learning opportunities for aspiring
minds
· And yes... all the competitive compensation, performance bonus
opportunities, benefits you'd expect and maybe a few that would
pleasantly surprise you
About TTEC
Our business is about making customers happy. That’s all we do.
Since 1982, we’ve helped companies build engaged, pleased,
profitable customer experiences powered by our combination of
humanity and technology. On behalf of many of the world’s leading
iconic and disruptive brands, we talk, message, text, and video
chat with millions of customers every day. These exceptional
customer experiences start with you.
TTEC is proud to be an equal opportunity employer. TTEC embraces
and is committed to building a diverse and inclusive workforce that
respects and empowers the culture and perspectives within our
global teams. We strive to reflect the communities we serve by not
only delivering amazing service and technology, but also humanity.
We make it a point to make sure all our employees feel valued and
comfortable being their authentic selves at work. As a global
company, we know diversity is our strength. It enables us to view
projects and ideas from different vantage points and allows every
individual to bring value to the table in their own unique way.
#LI-SB1