Head of Operations

Description

Do you consider yourself a results-oriented operations leader who is passionate about innovation and driving change? Are you always on the lookout for improvements and like to be involved in the day-to-day operation to make sure all the processes will run smoothly? Then we might be looking just for you.

At CPM, we create and deliver insight-led sales, marketing, and customer experience strategies, wherever and whenever our clients’ customers and shoppers can be influenced.

We are looking for an experienced Head of Operations from Business Process Outsourcing area, ideally from international contact centre or customer support environment. You will ensure that the operational team is engaged, motivated and trained so they’re able to deliver services and perform according to their objectives. At the same time you will keep up to date on client businesses, objectives and marketplace, enabling business focused discussion and proposing proactive operational solutions.

Your key responsibilities:

• Develop and nurture existing client relationships to identify new business opportunities and increase annual turnover.
• Provide executive summaries and appropriate recommendations to clients based on KPI’s and Trends.
• Daily communication with client, to keep fully up to date on client businesses, objectives and marketplace, to enable business focused discussion and proposal of proactive operational solutions.
• Identify business development opportunities and present profitable strategic proposals to add value to the client operation and extend the services provided.
• Assist the Leadership Director in the preparation and negotiation of the operating budget for the following year.

Producing quotes for new and existing clients based on their requirements and ensuring that the Business Unit is making enough profit.

• Pro-actively find new business opportunities to grow the client portfolio and ensure that the business gap is reduced.
• Ensure the operational teams are fully briefed and trained to be able to deliver the services required to fulfil the client’s objectives and maximize profitability to CPM.

What we look for:

• Strong leadership skills and a good all-round knowledge of contact centre operations at large scale.
• Strong relationship building skills and be able build partnerships with external and internal stakeholders.
• Ability to interpret requests/requirements and effectively present data to support performance improvement activities.
• Ability to think strategically and execute tactically. Be customer-focused, detail oriented, articulate and credible and can instil confidence in the most demanding Clients.
• Understanding of contact centre market trends, competition, and key pain points.

Effective in influencing and negotiating - builds relationships and respect at all levels to gain support.

• Previous work experience in Slovakia, deep understanding and knowledge of the Slovak labour market and law.
• Extensive working knowledge of Microsoft Office, and Business Intelligence Platforms.
• Business fluent in English, any other language is a big plus.

What do we offer?

• Start: ASAP or upon agreement
• Contract Type: Full time, permanent, 40 hours per week
• Working days/Hours: Monday - Friday, between 9am - 6pm
• Working Model: Office based
• Location: Vajnorská 100, Bratislava, Slovakia
• Salary: Starting from 46.000 EUR gross yearly, negotiable based on experience
• Commuting allowance 50 EUR monthly
• Fully covered meal vouchers 5.85 EUR per worked day
• 5 additional paid contingency days after probation period per year
• Best-in-class people engagement activities and programs.
• Ongoing training and development

CPM International are an award-winning contact centre with a global footprint.

We deliver inspired customer experience solutions to our clients, offering a global network of agency expertise.

We are a diverse, global company that offers our employees superb opportunities to move across the business and around the globe. We have offices across the world including Spain, Ireland, and Malaysia.

CPM International are industry leaders with a proven track record and a wealth of experience.

We collaborate with some of the world's most dynamic brands helping to deliver first-class customer-focused solutions. Our clients include – Dyson, New Balance, Harley Davidson, Lee Wrangler and Colgate. We have 27,500 employees worldwide.

Our mission is to remain at the leading edge of innovation in this ever-changing industry. We’re always ready to diversify into new markets and capitalise on developing technologies.

Contact person: Martin Backo
E-mail: send CV