OPerations manager

OPERATIONS MANAGER – SERVICE CENTER
Berlin, Germany

Our client is looking for an Operations Manager for a Service Center to join their growing Team based in Berlin – Germany. As an Ops Lead you will be responsible for: managing several markets and teams, regularly reviewing processes to ensure that SLA’s are met, and making any necessary adjustments and recommendations. You will make sure that operational metrics (daily, weekly, monthly, and quarterly) are clearly communicated, understood, and achieved.

Responsibilities:

Provide inspired leadership for the organization
Manage, direct and motivate the team of 5+ Team managers and 100+ employees
Make important policy, planning, and strategy decisions
Develop, implement and review operational policies and procedures
Assist HR with recruiting when necessary
Help promote a company culture that encourages top performance and high morale.
Work with senior stakeholders to ensure excellent service delivery
Ensure all legal and regulatory requirements are met and monitor compliance with laws and regulations
Work with senior management to determine values and mission, and plan for short and long-term goals
Identify and address problems and opportunities for the company
Support worker communication with the management team and with HR concerning any necessary disciplinary or developmental measures


Benefits:

International, diverse team with employees from 65 nations
Flexible working hours and remote office work possible
The opportunity to play a key role in shaping social media
The freedom to drive your career, your own projects and make an impact across the company
Various support functions like social counseling, workers council and Feel Good Management to ensure your wellbeing
Discounts for various providers and a reduced public transportation ticket
A location that is easily accessible by car or public transportation
Free fruit, subsidized lunch offers and regular team events
26 days of paid vacation annually

Requirements:

Bachelor’s degree in operations management or related field or
Several years of experience in management, operations, and leadership in a customer service center environment
Excellent written and verbal skills in English, fluent German is a plus
Very good knowledge of MS Office, online tools and processes
Outstanding analytical skills and a high affinity for numbers
Distinctive business thinking and cost sensitivity
Demonstrated strong interpersonal and team-building abilities
Excellent organizational skills

to be discussed