Operations Manager

თბილისი სრული განაკვეთი Majorel
ენები: ინგლისური, რუსული
სხვა: პროექტის მართვა

Operations Manager (m/f) in Tbilisi

We are looking for Operations Manager for our growing team in Tbilisi. In this position, you take on the following tasks for our client from the touristic field:

Responsibilities Shape

  • Day to day leadership and management of employees and the project
  • Coordinating with Site Manager, SDM and aligning with Partner’s stakeholders
  • Accountable for aligned [Quality and operational KPIs] instructions and communications to their team
  • When required acting as intermediator between the company and the client
  • Assisting with the development and expansion of the scope of contractual client relationship
  • Assisting the process of controlling cost and performance data and continually optimizing results
  • Representing overall service related information in Business Review and other meetings
  • Enhancing the goal of quality support by providing individual coaching feedback sessions to their direct reports and weekly one on ones that focus on improving customer satisfaction
  • Managing and motivating the teams
  • Creates a productive and friendly work environment
  • Continuous evaluation of reports for productivity/ utilization, service level commitments, and cost per call objectives
  • Meeting department budget goals by controlling costs for equipment and personnel by maintaining appropriate supervisor, and Customer Service Representative ratios
  • Managing and controlling project resource planning – training, attrition, promotion processes
  • Responsible for providing accurate feedback and overview for Project performance in terms of sustainability
  • Responsible for information flow concerning KPIs performance, targets and current priorities (aligned instructions and communications, with equal focus on productivity and quality) as well as internal / organizational updates – through agent meetings, notifications
  • Proactively informing the direct supervisor about possible threats and incidents impacting normal workflow and data processing


  • Excellent written and verbal language skills in English and Russian
  • Work experience on managerial position in customer service field is a big plus
  • Familiar with call center industry and deep understanding of KPIs
  • Understanding of operations, resource planning
  • Performance management system, bonus schemes - local structure and best practice in setting up bonus schemes
  • HR processes (hiring / firing, working hours, contracts, overtime, pay/bonus structure, holidays, absenteeism, sick leaves, workers council)
  • Very good knowledge of MS Office Applications
  • Motivational and strong leadership skills
  • Fully understanding and analysing standard reports and data
  • Process control, mapping and analysis
  • Result-oriented and attention to details
  • Understanding the relative financial impact, costs and benefits of potential actions
  • Ability to effectively structure and moderate meeting
  • Personal characteristics: initiative, open-minded, positive attitude, client orientation, assertiveness, flexibility, multitasker, stress endurance, companionability, diligence, loyalty to the Employer

ShapeWe offer you:

  • Attractive salary and health insurance
  • Positive, respectful and creative working atmosphere in a motivated team
  • Personal and professional development
  • Best career opportunities in an international company

About us: Majorel came into being in January 2019 when Bertelsmann and Saham joined hands to create one of the world’s leading customer engagement businesses, with revenues of c. €1.2 billion. Majorel brings together Arvato CRM Solutions, Phone Group, Ecco Outsourcing and Pioneers. Majorel is a global company with over 50,000 employees in 29 countries.

More information about Majorel can be found here: https://www.majorel.com/ | https://www.majorel.com/

If you think you meet the requirements, please send your CV and letter of motivation in English language to

jobs.tbilisi@majorel.com including 13.04.2021. Please indicate position you are applying to in subject field. 

The company promotes equal employment opportunities and supports the principle of equality in the workplace. Decisions are made based on the applicant's qualifications and not on the basis of race, skin color, nationality, religion, gender, age, sexual orientation, gender identity, marital status, or any other criterion, as stipulated in the Labor Code of Georgia. 

PLEASE NOTE: By submitting your application you agree that it will be kept in our database for a period of 6 months.