ქოლ ცენტრი/ოპერაციების მენეჯერი

თბილისი სრული განაკვეთი M+plus group Georgia
მივლინება: არა
განათლება: ბაკალავრი ენები: ინგლისური
მარკეტინგი, რეკლამა, PR: პროექტის მენეჯერი
Mplus Georgia is pleased to announce a vacancy for the position of Call Center/Operations Manager

About Us
Meritus Georgia LLC founded in 2022, now rebranded as Mplus Georgia proudly stands as a pivotal member of Mplus Group, the foremost Business Process Technology Outsourcing (BPTO) organization in Southeast Europe. With a commitment to innovation and excellence, Mplus Georgia has swiftly grown to employ a dedicated team of +100 professionals engaged in multiple projects. At Mplus Georgia, we embrace a flexible work culture, offering various working options including work from home, office-based, and soon, a hybrid model. As we continue to expand our horizons, As Mplus Georgia continues to grow, we envision an even more significant role within the Mplus Group, solidifying our position as a hub for cutting-edge business process technology outsourcing. Join us on this journey, where innovation, collaboration, and growth converge to shape the future of business process technology outsourcing.

QUALIFICATIONS AND JOB DESCRIPTION
Are you an experienced Operations Manager looking for a new challenge and an opportunity to advance your career?

If you are a team player with excellent structured style of management and negotiating skills, who thrives in a challenging and dynamic work environment, we have the perfect job for you!
We are looking for a professional BPO Operations Manager to join our dynamic team and oversee and develop the operational capacity of the Glovo LiveOps operation in Georgia. 
As an Operation Manager you will be responsible for smooth project operation – from KPIs, systems, processes, team satisfaction and people perspective on a day-to-day basis.

Key Responsibilities:
  • Co-create and implement the overall project strategy.
  • Foster a collaborative culture that ensures goal achievement.
  • Build reporting and action plans on weekly basis to correct or improve performance - in particular but not exclusively - reporting on staffing/hiring, equipment issue.
  • Ensure the accuracy of invoicing and cost estimates.
  • Evaluate performance metrics and implement improvement strategies, focusing on accuracy, waiting times, and service efficiency.
  • Oversee and manage the relationship with Glovo, in particular the Glovo liveops team based in Tbilisi.
  • Recognize talent and react promptly to nurture it.         
  • Strategize and execute workforce planning aligned with local priorities.
  • Establish robust training and quality processes within the operational hubs at all levels (agent, team leader and support staff, etc.)
  • Serve as the primary point of contact for Business and Operations Local Managers concerning customer service in Georgia.
  • Empower and engage the Live Operations team to drive performance.
  • Act as the Voice of the Customer with Glovo Liveops leadership team
  • Drive cost efficiency through effective budget planning and management of hub relationships.
  • Develop and implement daily operational objectives for the Hub
  • Continually drive improvements and successfully integrate change initiatives.
  • Ensure consistent quality standards across operations.

Qualifications
  • Extensive experience in leading large operational customer service teams within a BPO environment.
  • Strong strategic and customer-focused mindset, adept at evaluating performance and customer service metrics.
  • Proficient in analyzing data and exceeding targets and SLAs in fast-paced environments (e-commerce and/or last miles industries preferred).
  • Solid understanding of reporting and budgeting procedures.
  • Demonstrated ability to motivate, communicate effectively, and lead teams at all levels.
  • Proficient leadership, coaching, and problem-solving skills.
  • Adaptability and success in dynamic and changing environments.
  • Fluency in both Georgian and English languages is mandatory.

Please send your application to careers@mplusgroup.ge and indicate the position title in the subject. Applications without the position name in the subject will not be considered. 
We welcome applications from candidates who may not meet all requirements but believe they can contribute effectively to this role.
Place Of Work: Hybrid