Operation Manager for BPO with Greek
About the role
Location: Remote; Sofia, Bulgaria About the Role We are seeking an experienced Operations Manager to lead and scale a customer service operation supporting Greek-speaking clients within a global BPO environment. This role is responsible for end-to-end operational performance, including team leadership, client management, service delivery, business profitability, and continuous improvement. The ideal candidate combines strong people leadership, operational discipline, and a results-driven mindset, ensuring high quality standards and consistent KPI achievement. Key Responsibilities Operations Management & Service Delivery • Oversee the daily operations of customer service programs • Ensure compliance with KPIs, SLAs, and quality standards • Monitor performance metrics and implement corrective actions • Drive operational efficiency, productivity, and service excellence Financial Performance & Profitability Management • Monitor operational profitability by managing costs, productivity, and efficiency using key metrics (cost and revenue per FTE, operating margin, etc.) • Identify cost optimization and efficiency improvement initiatives • Ensure alignment between the operating model and contractual financial objectives Team Leadership • Lead, develop, and support Team Leaders, Supervisors, and operational teams • Build a high-performance culture based on accountability and results • Drive engagement, retention, and performance management initiatives Client Management • Act as the primary point of contact for the client on operational and performance-related matters • Build and maintain strong, long-term client relationships • Lead business review meetings (WBRs, MBRs, QBRs), including operational and financial performance reviews • Identify opportunities for improvement and growth within the account Continuous Improvement • Analyze operational data to identify trends, risks, and opportunities • Ensure delivery of periodic performance reports, including KPIs and profitability, for both client and internal stakeholders • Lead action plans to improve service levels, CSAT, efficiency, and operating margin • Identify and implement improvements in processes, productivity, and customer experience • Collaborate with Quality, Training, and WFM teams to enhance results • Support transition processes, ramp-ups, and new service launches Core Competencies • Leadership and people development • Results and profitability orientation • Analytical thinking • Effective communication and stakeholder management • Data-driven decision-making • Operational discipline and execution focus What We Offer • Role with direct impact on operational results • Exposure to international clients and complex operations • Dynamic, high-growth, performance-driven environment • Professional development opportunities • Flexible work model (remote) Profile • 5+ years of experience in operations management within BPO or customer service environments • Proven experience leading operational teams and contact center structures • Experience in client-facing roles • Experience working with international clients and multicultural teams • Strong results orientation with a focus on performance and profitability Technical Skills • Solid knowledge of contact center operations (voice, non-voice, omnichannel, AI) • Experience with CRM systems and contact center tools • Proficiency in Microsoft Office or advanced Google Workspace, and reporting skills (Power BI is a plus). remote