We are seeking an experienced Operations Manager to lead and scale a

customer service operation supporting Greek-speaking clients within a global BPO

environment.

This role is responsible for end-to-end operational performance, including team

leadership, client management, service delivery, business profitability, and

continuous improvement. The ideal candidate combines strong people leadership,

operational discipline, and a results-driven mindset, ensuring high quality

standards and consistent KPI achievement.

Key Responsibilities

Operations Management & Service Delivery

Oversee the daily operations of customer service programs
Ensure compliance with KPIs, SLAs, and quality standards
Monitor performance metrics and implement corrective actions
Drive operational efficiency, productivity, and service excellence

Financial Performance & Profitability Management

Monitor operational profitability by managing costs, productivity, and

efficiency using key metrics (cost and revenue per FTE, operating margin,

etc.)

Identify cost optimization and efficiency improvement initiatives
Ensure alignment between the operating model and contractual financial

objectives

Team Leadership

Lead, develop, and support Team Leaders, Supervisors, and operational

teams

Build a high-performance culture based on accountability and results
Drive engagement, retention, and performance management initiatives

Client Management

Act as the primary point of contact for the client on operational and

performance-related matters

Build and maintain strong, long-term client relationships
Lead business review meetings (WBRs, MBRs, QBRs), including

operational and financial performance reviews

Identify opportunities for improvement and growth within the account

Continuous Improvement

Analyze operational data to identify trends, risks, and opportunities
Ensure delivery of periodic performance reports, including KPIs and

profitability, for both client and internal stakeholders

Lead action plans to improve service levels, CSAT, efficiency, and operating

margin

Identify and implement improvements in processes, productivity, and

customer experience

Collaborate with Quality, Training, and WFM teams to enhance results
Support transition processes, ramp-ups, and new service launches

Profile

5+ years of experience in operations management within BPO or customer

service environments

Proven experience leading operational teams and contact center structures
Experience in client-facing roles
Experience working with international clients and multicultural teams
Strong results orientation with a focus on performance and profitability

Technical Skills

Solid knowledge of contact center operations (voice, non-voice,

omnichannel, AI)

Experience with CRM systems and contact center tools
Proficiency in Microsoft Office or advanced Google Workspace, and

reporting skills (Power BI is a plus).

Core Competencies

Leadership and people development
Results and profitability orientation
Analytical thinking
Effective communication and stakeholder management
Data-driven decision-making
Operational discipline and execution focus

What We Offer

Role with direct impact on operational results
Exposure to international clients and complex operations
Dynamic, high-growth, performance-driven environment
Professional development opportunities
Flexible work model (remote)

XTendoGlobal

Operation Manager

About the Job