Position: Operations Manager (POLAND, for locals)
Company: Helpware
Category: Other
Experience required: 2y
English level: upper

Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Kyiv, Ukraine Team is growing and we’re looking for experienced Ops Manager to join our Helpware team.

Responsibilities:
Support positive environment among all the teams.
Supervise all administrative and operational questions regarding the managed teams and projects and insures proper client's communication on this matter.
Scheduling management including backup system implementation
Gather and analyze reports from TLs team's (attendance, performance, client daily status). Suggest solutions for improvement if needed.
Conduct One-on-One meetings on a daily/weekly/monthly basis with each of TLs in order to discuss updates and feedback, or any other project/non-project related topics.
Coordinate and lead regular or ad-hoc meeting with all of the TLs in order to discuss weak points of the business, improvements and simple brainstorm on optimization.
Inform the management team on the projects status (Co-Founders, CSM).
Work on improving the performance of the organization by adding new technologies, ideas, methodologies, trainings etc.
Cooperate with CSMs on getting the Clients’ feedback on the project progress.
Ensure that all tasks on the projects are being completed correctly and within set deadlines by Team Members.
Bring up to the Management team attention to replace and/or dismiss team members unable to satisfactorily perform their job or who blatantly break company rules.
Supervise initial Project trainings of the Newcomer during the Onboarding process, make sure all manuals are in place.
Evaluate Team Members performance (incl filling out appraisal forms).
In accordance with the situation on the project, clients expectations and team performance, develop a strategy which the team will use for achieving their goal.
Analyse statistics or other data to determine the level of customer service or other services the team is providing
Deliver all available Clients’ feedback, reports, requests and deadlines to team members and Management Team.
Develop KPI, OKR, scorecards and other measures development for Team member's success on all the account"


Requirements:
At least 2 years of proven working experience in project management, virtual or administrative assistance
Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. Excel, MS Word, PowerPoint, etc...), Google Tools
Experience with Asana, Trello, etc
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills
Solid organizational skills including attention to detail and multitasking skills
Strong working knowledge of Microsoft Office

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted.

Please send your CV in English indicating your salary expectations.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!