[Hiring] Operations Manager @Prometeo Talent

Role Description

We are looking for an experienced Operations Manager to lead and scale a customer service operation supporting Greek-speaking clients within an international BPO environment. This is an excellent opportunity for a results-driven leader who enjoys managing large operational teams, building strong client relationships, and driving business performance. You'll play a key role in ensuring service excellence, operational profitability, and continuous improvement while working closely with both internal stakeholders and international clients.

Responsibilities

• Lead the day-to-day operations of customer service programs, ensuring service excellence and operational efficiency.
• Monitor and achieve KPIs, SLAs, quality standards, and overall business objectives.
• Drive operational performance by analyzing metrics and implementing improvement initiatives.
• Manage operational profitability through cost control, productivity optimization, and financial performance monitoring.
• Lead, coach, and develop Team Leaders, Supervisors, and operational teams to build a high-performance culture.
• Serve as the primary operational point of contact for international clients, maintaining strong long-term relationships.
• Lead business review meetings (WBRs, MBRs, and QBRs), presenting operational and financial performance.
• Collaborate with Quality, Training, and Workforce Management teams to optimize service delivery.
• Support operational transitions, ramp-ups, and new service launches.

Qualifications

• 5+ years of experience managing operations within BPO, contact center, or customer service environments.
• Proven experience leading operational teams and contact center structures.
• Experience managing client relationships in customer-facing environments.
• Experience working with international clients and multicultural teams.
• Strong focus on operational performance, profitability, and continuous improvement.
• Solid understanding of contact center operations across voice, non-voice, omnichannel, and AI-enabled environments.
• Experience working with CRM platforms and contact center technologies.
• Advanced Excel skills with strong reporting capabilities.
• Fluent Greek (C1–C2) and English (C1–C2).
• Strong leadership, communication, analytical, and stakeholder management skills.

Nice to Have

• Experience with Power BI or other business intelligence tools.
• Previous experience supporting large-scale international customer service operations.
• Experience leading operational transitions, ramp-ups, or launching new programs.
• Background in data-driven operational improvement initiatives.

Benefits

• Opportunity to work with international clients in a fast-paced global BPO environment.
• High-impact leadership role with direct influence on operational performance and business results.
• A role where you'll help shape operational excellence while driving continuous improvement and customer success.