Operations Manager to Our Copenhagen Office

ABOUT THE POSITION:

Concentrix + Webhelp is a leading global outsourcing provider of customer experience solutions and technology. By joining us as our new Operations Manager you will be part of a fast-paced, ever-changing, and ambitious work environment. You will lead and inspire our Copenhagen-based assignments to deliver excellent customer and client satisfaction as well as ensure financial success. The role covers a large number and wide scope of tasks where you must align your work flexibly to the different assignments' client agreements.

We are looking for demonstrable leadership and management skills from a customer-focused environment, preferably within BPO and call centers. You will be focusing on results and be committed to the values surrounding outstanding service delivery through effective people management.

The position is performed from our Copenhagen office where you will be responsible for our different assignments' support roles, such as Team Managers who will be reporting to you. Our clients at the Copenhagen-office are global brands with high standards of delivery and operate within retail, media, and well as TV-entertainment.

MAIN RESPONSIBILITIES INCLUDE:

- Personnel responsibility for support staff, ensuring all Team Managers have the required level of knowledge and support to effectively carry out their roles: training, introduction, and coaching.

- KPI and process responsibility within Performance, Quality, and Delivery in accordance with client expectations as well as Concentrix + Webhelp processes.

- Budget and financial responsibilities in close cooperation with management directors.

- Close cooperation across Nordic assignments, continuous development and follow-up of processes, both in accordance with Concentrix + Webhelp and client expectations and relations.

TO SUCCEED IN THE ROLE WE BELIEVE YOU TO HAVE:

- Excellent communication skills, both verbal and written. Being able to understand employees, business and customer/client requirements is necessary.

- Fluency in both Danish and English, other Nordic languages are considered meritorious.

- Strong leadership skills with previous leadership experience from a similar role, preferably within a contact center and/or BPO. 

- High level of adaptability, you thrive in a fast-paced, ever-changing work environment and manage to keep your head straight whilst focusing on the objective.

- Strong analytical thinking and results orientation, being able to evaluate production results to secure the right targets and necessary actions for improvement.

- Relevant IT competencies to build financial projections, charts, and reporting.

WHAT TO EXPECT?

Winners embrace hard work – We are winners and you will be a part of a top engaged team. With hard work, drive, and passion in our high-performance culture it is possible to achieve great success.

You will be a part of a dedicated Nordic team who all have a passion for succeed and a passion for growth. You will report directly to our Operations Management Director.

We attach great importance to your personal suitability for the role. The role might include traveling to other offices within the Nordics.

START: According to agreement / as soon as possible

LOCATION: Borgmester Christiansens Gade 50, 2450 København, Danmark

EMPLOYMENT TYPE: Full-time

WORKING HOURS: Office-hours, Monday-Friday

LAST APPLICATION DATE: 2024-04-30

We're conducting ongoing interviews during the recruitment process, the position may be appointed before the last application date.

For any questions relating to the recruitment process, please reach out to the responsible recruiter Edith Tamm, at [email protected].