Position: Operations Manager
Company: Helpware
Experience required: 2y
English level: upper

We are looking for a natural-born leader who has experience coordinating operations with large teams, interested in working with upper management, and having a direct impact on the planning of operational strategies.


What's the job about?

As an Operations Manager, you'll be leading a group of Project Coordinators and Team Leaders, in order to guide their teams towards the company and partner goals. You will respond to the Director of Operations or Senior Ops Manager in order to analyze performance and improve operational metrics while promoting a healthy work environment. 

 
Roles and Responsibilities:

You will be planning, promoting, executing, and leading the following: 

Developing leadership skills in your team of TLs.
Hire, train, and onboard new waves of agents as required.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Lead, motivate, and develop a high-performing group of Team Leaders within a time-sensitive and demanding environment to deliver on high-quality.
Owning your team's performance, discipline, and behavior while planning continuous improvement actions.
Evaluate the team's work quality to provide clear goals and personalized improvement plans.
Utilizing analysis tools in order to interpret data.
Maintains composure and professionalism with customers, clients, and colleagues.
Guide enforcement of policies, including attendance; create and distribute reports to TL´s, provide Senior Leadership with daily team’s performance; escalate issues to Senior Management as necessary.
 



Who we're looking for: 

Previous experience in the call center industry. (Is a plus)
Proven People management (at least 1 year managing 30+ members team ).
Positive attitude and adaptability over change. The unpredictability of the business means constant and important changes at all levels
Communicates and connects assertively
Openness and transparency to inspire the rest of the team
Empathetic to be able to put himself into his staff’s shoes
Exceptional written and verbal communication skills
Full Proficiency in English is required
Proficiency in Excel / Spreadsheets and/or report making
Outstanding Time Management Skills
Maintain a positive, can-do attitude and encourage others to do the same
Leadership profile. Hands-on-deck attitude and leading-by-example


We Offer:

Downtown Kyiv location in a modern office (10-minute walk from Kontraktova);
You should be placed in Kyiv and work at the Office/ remotely (depends on our needs) - 90% remotely
Competitive compensation linked to UAH/USD rate;
Medical and Life insurance after the trial period;
English classes with a native speaker;
Schedule from Monday to Friday 10.00-19.00 (Kyiv Time)
Corporate training and parties.


Please note! Only those the qualifications and experience match our requirement will be reached out to.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

Don't forget to follow us

https://www.facebook.com/helpware.kyiv.team

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Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.