.CPM International is a globally recognized company specializing in customer experience management and sales force solutions.With a strong focus on delivering exceptional customer service, CPM International helps businesses maximize their operational effectiveness and achieve their goals.Our Client New Balance believes that we are born to move, and they are committed to offering the best innovative products that combine function and fashion, performance, and style.Each international team member plays an important part in supporting the company to share these values with our customers worldwide.We are looking for extraordinary people to join our team, immerse themselves in the brand,and deliver a first-class service to our customers.What will you be doing? We are currently seeking an experienced Operations Manager who is fluent in English and preferably another European language.As an Operations Manager, you will be responsible for overseeing the operations of various client campaigns, ensuring the delivery of high-quality services and driving customer satisfaction.You will lead a team and work closely with different stakeholders to optimize processes, meet performance targets, and maintain strong client relationships.Ensure that productivity, service levels, and quality outcomes are consistently delivered to client's expectations whilst maintaining a positive culture and high levels of team spirit.Lead, coach, develop, monitor, and build the team.Propose improvements/changes in current processes to enhance team efficiency.Manage resources to reach objectives in an effective and efficient manner.Manage the relationship with the client and all stakeholders.Provide project updates on a consistent basis to various stakeholders about strategy, adjustment, and progress.Coach, mentor & develop your team to deliver exceptional customer service, achieve targets, produce quality calls, meet/exceed agreed productivity and service levels.Ensure that the development of team members is paramount, through the appropriate use of performance reviews, monthly check-ins, and PDPs.Create an engaged, dynamic & motivational atmosphere.Prepare regular reports and presentations on campaign performance, KPIs, and operational achievements.Stay updated with industry trends, best practices, and emerging technologies to drive innovation and continuous improvement.Requirements What skills & experience you will bring to us?Fluency in English is essential, proficiency in another European language is highly desirable.Prior experience as an Operations Manager or similar role in a customer service or contact centre environment.Strong leadership and people management skills, with the ability to motivate and inspire a team.Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and internal stakeholders.Solid understanding of operational strategies, performance metrics, and process improvement methodologies
