Global Operations Manager (English) – BPO
New
J
JobgetherBPO Customer Experience
Based in United KingdomFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English (C1–C2 level)
- Experience
- 7+ years
- Required Skills
- Data AnalysisOperations ManagementMicrosoft ExcelStakeholder managementReporting
Requirements
- 7+ years of experience in Operations Management, preferably within BPO, Customer Experience, Contact Center, or outsourcing environments.
- Proven experience managing international or multi-country operations and multicultural teams.
- Strong background in client-facing operational leadership and senior stakeholder management.
- Demonstrated experience leading implementations, transitions, ramp-ups, or operational stabilization initiatives.
- Strong understanding of BPO and Contact Center operations, performance management, and service delivery.
- Solid knowledge of KPIs, SLAs, productivity, quality, CSAT, and financial performance metrics.
- Advanced Excel skills and strong reporting and data analysis capabilities.
- Fluent English at C1–C2 level; English proficiency is mandatory.
- Strong leadership, communication, analytical, problem-solving, and stakeholder management skills.
Responsibilities
- Lead and coordinate operations across multiple European countries, languages, teams, and delivery locations.
- Serve as the primary operational point of contact for international clients and senior stakeholders.
- Drive achievement of key operational metrics, including KPIs, SLAs, quality, productivity, CSAT, and financial objectives.
- Lead operational implementations, transitions, ramp-ups, and stabilization activities for new services, programs, or markets.
- Identify performance gaps, operational risks, and improvement opportunities, developing and executing corrective and continuous improvement plans.
- Coordinate Operations, Workforce Management, Quality, Training, Talent, Finance, and other support functions to ensure operational alignment.
- Lead client performance reviews and governance meetings, ensuring transparency, accountability, and consistent service delivery.
- Promote scalability and best-practice sharing across international operations and delivery locations.
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