Operations Manager Jobs

About The Position

Requirements

• Demonstrated experience managing operations within a contact center environment is required
• Master’s degree in operations management, Business Management, or equivalent experience in Service Center area
• 5+ years in previous operations management experience, including forecasting, scheduling, and real-time operations management, including coaching, supervising, and developing staff
• Strong leadership and management skills combined with intercultural competencies managing teams of different cultural backgrounds
• Future and result oriented, comfortable with common sales activities, strong presentations and negotiation skills
• Skilled with common IT applications, MS Excel, Word, and communication center tools
• Excellent time management skills in planning and organization

Responsibilities

• Single point of contact to the customer and Bosch delivery locations
• Contract negotiation and maintenance (Including change proposals)
• Define reporting's and KPIs (and steer), best practice share and standardization
• Forecasting and Reporting
• Innovate in the service delivery and project development
• Organize and plan resources of assigned project(s) or account(s) to achieve business objectives or internal targets (service level agreements) through planning, scheduling, and productivity
• Act as escalation level for customer communications with respect to incidents, changes, requests, requirements, etc.
• Lead, motivate, and guide professional development of team members
• Manage implementation of changes, projects, and go-lives
• Actively participate in continuous improvement processes and provision of solutions to optimize existing procedures and resources