Brandlink Sakartvelo is pleased to announce a vacancy for the position of OPERATIONS MANAGER
Salary range: 1500$ -1800$; bonus according to the performance.
Location: Tbilisi, Georgia - In the office (Tbilisi, 11 Saakadze II pass, business center "Atrium")
Hours: different shifts between 9 am-10 pm

About Us:
Brandlink Sakartvelo, a newly launched branch in Tbilisi, specializes in delivering top-tier customer support in the electronics sector. With a commitment to excellence, we ensure that our customers receive the highest level of service, helping them resolve technical issues and get the most out of their electronic devices. Brandlink Sakartvelo is dedicated to setting new standards for customer care, combining technical expertise with a customer-centric approach. We also prioritize the well-being and professional development of our employees. At Brandlink Sakartvelo, we offer opportunities for growth through comprehensive training programs and the chance to pursue further studies at prestigious European universities. Our focus is not just on customer satisfaction, but also on empowering our team to thrive and advance in their careers.
Core experience and technical skills

3 years in BPO (Customer Support / Sales / Back-office), including 1–3+ years in an operations leadership role (Team Lead / Supervisor / Ops Supervisor / Ops Manager).
Proven track record managing multi-team operations

Experience with typical BPO tools:

• Ticketing/CRM (Zendesk, Freshdesk ..)
• Telephone systems
• WFM, QA forms, dashboards
• Strong Excel/Google Sheets and reporting skills, KPI dashboards)

Key responsibilities:

• Communicating with supervisors to provide feedback about employee performance and coaching staff as needed.
• Providing leadership and management to all staff members in the call center to ensure that goals are met.
• Analyzing data to determine which marketing strategies are most effective for increasing sales or customer satisfaction.
• Designing and implementing training programs for employees to ensure that they are equipped with the knowledge and skills necessary to perform their jobs effectively.
• Managing the flow of calls by overseeing the work of agents to ensure that customers are satisfied with the service they receive.
• Creating and maintaining a culture of excellence within the call center that inspires employees to do their best work.
• Monitoring agent performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner.
• Evaluating and improving operations by developing new policies and procedures, conducting audits, and making recommendations for change.
• Hiring, training, scheduling, and managing a staff of agents who answer incoming calls from customers who have questions about products or services offered by a company.
• Other duties may be assigned by the CEO.

Join Us:
Please send your CV to the following email address: hrbrandlinkgeorgia@gmail.com ; brandlink.sakartvelo@gmail.com
Or call us: +995 595192571