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Call Center Operations Manager

Req ID#:  92769

Copenhagen (København), Denmark, DK

Call Center Operations Manager

Operations

We are hiring an Operations Manager to run daily operations for our clients

 

In Sitel, we do customer service, support and sales on behalf of several different well-known and market leading brands and we are looking for an Operations Manager who will be responsible for running daily processes for our clients in Copenhagen.

To complement the quality of our client’s products, we are looking for an exceptional Operations Manager, eager to work in a service-oriented environment, who can manage a contact center operation with customer service and technical support over the phone, via email and chat.

We are looking for a confident and visible leader who can motivate, be resilient, and enthusiastic to achieve success to deliver our client’s definitions of excellence. Through performance management, you will train, coach and be an inspirational leader of Team Managers to ensure deliverance of our clients’ objectives and targets.

It will be a great advantage if you have vast experience from the call center business and that you have a great understanding of the challenges regarding management, client handling, and KPI-reporting.

About the job

The perfect match:

 

The ideal candidate has experience with:

  • Operational management - ideally in an outsourcing context.
  • Time management, self-motivation and the ability to work on your own initiative.
  • Inspiring people, interpreting visions and translating them into operational reality.
  • Achieving service excellence, monitoring organizational metrics and undertaking performance reviews to be reported to our client.
  • Promoting a culture of open and honest communication and an environment that encourages team spirit.
  • Working with key processes within Six Sigma, COPC or similar.

 

It is important that you are comfortable with working in a Scandinavian environment, where daily communication is conducted in English.

About you

Your qualifications:

 

Preferably, a Bachelor Degree and/or significant related BPO industry experience. Demonstrate sound BPO managerial experience, ideally from the contact centre or the customer service sector. You are good at analysing processes, enact change, and think operationally to achieve business goals. You are used to making difficult or sensitive decisions having weighed up all information and consulted with appropriate contacts. It is normal for you to manage larger groups of people. Your Danish language is on a very high level and you have excellent verbal and written communication skills in English.

 

You are a dynamic person with a direct and driven leadership style. You can demonstrate exceptional communication and influencing skills. You have excellent interpersonal skills and you are a strong team player. We often work with short deadlines, thus it is important that you are structured, calm and have a good overview even in stressful situations. You enjoy a fast-paced working environment and are the kind of person that sees challenges instead of problems.

About Sitel Denmark

Among the benefits of working with us are health insurance, a pension scheme, a nice, open working station, and a great social environment. Sitel has an atmosphere of joy, pace and ambitions and we often have social events, contests and other fun activities, to give everyday life a zing.
We take care of you, your progress and make sure that you have the right conditions to deliver the best results. And we expect subsequently that you do exactly that – give it your best at all times.

We are looking to fill in the position as soon as possible and will invite the best candidates for interviews in the very near future. Do not hesitate to apply, if you feel that this ad sums up your character and ambitions. 

If you have any questions about the job and Sitel as a work place feel free to direct them to the recruiter Natasha Holst-Pedersen at natasha.holst-pedersen@sitel.com

Call Center Operations Manager


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