# Operation Manager for BPO with Greek

**Company:** [Xtendo Global](https://jobs.workable.com/companies/k3CnV6sSqApZoux9BdJwW2.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Contract

[Apply for this job](https://jobs.workable.com/view/ee84a641-6287-4ec9-bf18-32a8df1a1c5a)

## Description

### 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)

## Requirements

### 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).

## Benefits

remote