Call center operations manager - prague

We are looking for a suitable candidate for a position of Call center operation manager in our Prague based call center. 
This call center is a part of the high performing organization CBPO within the Xerox company. We provide outsourced technical support for the client who is the world-wide leading IT company.


• Ensure great relationship and high satisfaction of the Client
• Ensure high performance in assigned KPIs
• Ensure high motivation of assigned team


• Management of the team of 6-12 Team leaders
• Management of all assigned internal and external operation processes
• Regular performance analyses of all assigned KPIs (including data analyses)
• Preparation and implementation of appropriate Action plans addressing weak areas in KPIs fulfillment (Action plans for program level as well as individual level
• Continuous development of assigned team
• Bonus and incentives management
• Cooperation with Training and Quality team
• Cooperation with Work Force Management team, delivery of required advisor capacity
• Cooperation with recruitment team, decisions on accepting candidates
• Cooperation on assigned projects


• Several years in call center management position is a must
• Ability to manage and motivate the team
• Perfect understanding of call center environment and processes
• Client and goal focus
• Basic understanding of outsourcing call center and P&L
• Necessary IT knowledge, including CC systems
• Ability to read and analyze the data
• CC process management experience
• Fluent English and Russian language knowledge


• Independent position in fast growing international company in developing market segment
• Interesting job in a good team
• Cooperation with prestigious client
• Opportunity for personal and career growth
• Good salary and benefits package

http://www.lmcg2.com/pd/1005287792?rps=183&source=10&exportID=0