[Hiring] Operations Manager @Xtendo Global

Role Description

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
• Continuous improvement

The ideal candidate combines strong people leadership, operational discipline, and a results-driven mindset, ensuring high quality standards and consistent KPI achievement.

Qualifications

• 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

Requirements

• 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
• 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
• 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
• 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
• 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

Benefits

• 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)

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)