Senior Operations Manager

Job Title:Senior Operations ManagerJob DescriptionEssential Functions/Core Responsibilities Revenue and Profitability Management:Maintain and grow program revenues.Ensure program profitability including managing revenue, margins, billing, seat utilization, and retention.Training and Development:Develop and implement proficient training, staff development, and employee recognition programs.Select, train, develop, and manage performance of staff in line with company policies and legal requirements.Leadership and Compliance:Provide leadership and guidance to direct reports to ensure consistent administration of company policies.Ensure operations are compliant with active contracts and meet operational performance standards.Client Relationship Management:Oversee client relationships and facilitate open communications.Understand client perspectives and expectations, and monitor client satisfaction.Partner with Business Development to leverage and expand new business from existing clients.Performance and Development:Conduct regular one-on-ones with direct reports to review individual and team performance.Offer ongoing developmental support and create a positive work environment through employee engagement.Cross-functional Collaboration:Participate in cross-functional meetings to resolve issues and drive continuous improvement.Partner with functions like Training, HR, Quality, Workforce Management, and Talent Acquisition.Vendor and Industry Relations:Maintain relationships with strategic vendors and stay abreast of industry trends and technologies.Business Development and Communication:Host business reviews and communicate objectives through common reports.Ensure all operational and capacity requirements are addressed.Candidate Profile Significant experience within a contact centre environment.Proven track record of mentoring, coaching, and providing direction to a team.Demonstrated ability to analyze and improve work processes. Capable of working well under pressure and ensuring follow-through on tasks to completion.Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment. Focus on fostering a customer service disposition and upholding professionalism for self and team.Location:GRC Athens - Ilia Iliou 51Language Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsR1672483