You can view related vacancies or set-up an email alert notification when similar jobs are added to the website using the buttons below.
International Operations Manager
Reporting to the Director of Operations, the Operations Manager is a member of Europe, Africa, and Middle East team responsible for managing the company's operations in the region and instituting processes & systems that provide effective internal management. This person will work closely with various EMEA teams including sales, marketing, events, etc. and along with global counterparts to continuously improve operational effectiveness and create processes and systems to support high growth in the region.
The Operations Manager will have direct responsibility for managing, developing and providing day to day leadership and oversight to the Operations team.
Responsibilities
Service operations:
Day to day management of all customer and sales service along with event operations activities ensuring all work is delivered within agreed service levels (timeliness and quality).
Manage capacity across the team to ensure effective workload balance to meet service targets and release timelines.
Build and maintain departmental structure, operating standards, and practices that are responsive and adaptable to evolving business needs.
Establish KPIs, measure, review, and report on service levels including output quality and volumes of workload/cases.
Salesforce administration:
Support day-to-day use of Salesforce by all members in the region to ensure customer and business objectives are achieved.
Identify and define business requirements for the region and initiate and prioritize enhancement, gap analysis, and prepare user stories.
Partner with Global Operations and IT teams to design, develop, test, release complex workflows rules, validation rules, formulas, custom workflow, process builder, page layouts, custom fields/objects, and other Salesforce.com customisation.
Work with various functions and end-users to identify, document, and communicate standard business processes as they relate to Salesforce.
Hands-on configuration and data migration experience to execute on requirements in partnership with key stakeholders.
Projects and process management:
Map the key business processes, document and ensure they are reviewed frequently for updates.
Manage operations planning and reporting.
Conduct appropriate business analysis in order to propose solutions to support the growth and expansion of the business.
Design and implement the necessary automation of processes and systems across the region.
Establish standards, parameters and wider expectations for quality, accuracy, timeliness of work expected.
Propose initiatives to improve customer experience and drive efficiencies. Drive improvements and make recommendations to enable the ongoing improvement of processes.
Team management:
Lead and motivate teams to provide an excellent level of service to internal and external customers and to implement the culture of high performance and continuous improvement.
Coaches and mentors the operational specialists in performing their day-to-day tasks ensuring goals, KPI's and training plans are clear, managed and aligned with the operational strategy.
Qualifications and experience
Minimum Bachelor's Degree in a business or IT related field required.
Minimum of 3 years of experience leading a diverse group of support functions.
Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers and deliver an excellent employee experience.
Certified Salesforce Sales Cloud and Administrator.
Strong Stakeholder Management, Project Management & Influencing skills with a good understanding of Lean and Business Process Management techniques.
Experience in managing teams across different locations, coaching, mentoring.
Technology-savvy with an advanced user of applications like MS Visio, project management solutions, reporting and analytics tools like Qlikview, Power BI, etc.
Fluent written and spoken English is a must, additional European language preferred (German, French, Spanish, Polish, Russian).
This job has now been filled but you may be interested in:
-
Are you a determined, enthusiastic, friendly Dutch speaker with great knowledge of leading a team and an interest in providing excellent customer service? If you can say yes, then look no further. Our client, a leading multinational company within the Online Gambling industry is currently looking for a Customer Service Team Leader with fluent Dutch to be a part of their growing team in central London! Within your role, you will be providing excellent service support for a wide range of customers in Dutch and English, dealing with telephone calls, responding to emails and providing quality customer service, overseeing and expanding the team. It is essential for you to be a customer focused orientated individual that loves assisting customers with whatever needs they may have. Responsibilities: Fluent in Dutch and English, both written and spoken Must be experienced in leading a Customer Service team Possess a professional, helpful and friendly telephone manner Demonstrated interpersonal skills and ability to work as part of a team or independently Strong communication skills, able to work in a fast paced environment Leadership skills and great attention to detail Preferably have an interest in the Online Gaming industry Given the nature of the role candidates must have excellent command of both Dutch and English (both written and oral). If you feel you are the suitable candidate for the role and are available immediately please send your CV in WORD format to a.sarfo@eurolondon.com Please be advised CVs will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond promptly to your application however, due to the high level of CVs we receive we are only able to respond to applicants whose profile matches our Clients requirements
-
Excellent Italian CS opportunity to work from Home in Athens (FYI - You need to be based ideally in Athens or anywhere in Greece. Relocation package offered for abroad applicants!!!) Excellent benefits bonuses for Italian speakers in Athens, Greece DESCRIPTION * Solving customers queries by phone or emails * Provide excellent level of customer services * Maintain strong professional relationships with all clients and customers * Reporting to team managers or team supervisor REQUIREMENTS * C1 level Italian with good English * No previous work experience required * Willing to relocate to Athens, Greece * Enjoy talking with people by phone and emails * Able to work in fast- pace and competitive atmosphere ON OFFER AND BENEFITS * Excellent Basic Salary (14 Salaries!!!) * Performance bonus * Flight ticket provided to Athens * Taxi pickup service from the airport * 2 weeks free hotel accommodation (breakfast included) * Free Greek language courses * 175%-day salary if work on Sunday or Greek holidays * Overtime paid * 2 extra full salaries paid per year (pro rata) * Training provided (paid) * International working environment * On-site canteen (discounts for employees) * Welcome event For immediate consideration, please email your CV to Alvin at a.sarfo@eurolondon.com
-
Excellent French CS opportunity to work from Home in Athens (FYI - You need to be based ideally in Athens or anywhere in Greece. Relocation package offered for abroad applicants!!!) Excellent benefits bonuses for French speakers in Athens, Greece DESCRIPTION * Solving customers queries by phone or emails * Provide excellent level of customer services * Maintain strong professional relationships with all clients and customers * Reporting to team managers or team supervisor REQUIREMENTS * C1 level French with good English * No previous work experience required * Willing to relocate to Athens, Greece * Enjoy talking with people by phone and emails * Able to work in fast- pace and competitive atmosphere ON OFFER AND BENEFITS * Excellent Basic Salary (14 Salaries!!!) * Performance bonus * Flight ticket provided to Athens * Taxi pickup service from the airport * 2 weeks free hotel accommodation (breakfast included) * Free Greek language courses * 175%-day salary if work on Sunday or Greek holidays * Overtime paid * 2 extra full salaries paid per year (pro rata) * Training provided (paid) * International working environment * On-site canteen (discounts for employees) * Welcome event For immediate consideration, please email your CV to Alvin at a.sarfo@eurolondon.com