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Operations Manager, Lebara project in Sofia, Sofia at Concentrix

Date Posted: 2/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    Sofia, Sofia
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Concentrix, a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across many continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.

Lebara is one of Europe's fastest growing mobile companies with five million active customers, 1,000 employees worldwide and operations in eight countries. Founded in 2001, they provide services in many countries around the world, using the mobile virtual network operator business model. Lebara Mobile provides Pay As You Go mobile SIM cards, targeted towards the needs of international communities and migrant workers. They have won the Best MVNO award six years in a row. And now they are taking new journeys into digital communications, entertainment and financial services.

Purpose of the role :

The Operations manager is responsible for providing accurate and consistent Customer service to the assigned market. He/ She creates and leads sufficient, positive & productive team, capable to maintain KPIs as per contractual agreements with the client. Develops and implements a communication strategy in line with Concentrix Strategy and Mission. Focuses on inter-center communication for efficient cooperation in achieving business goals. Develops and implements a customer strategy in line with Concentrix Business Strategy and Mission.
Main Responsibilities:
•         Manages the team of employees for the assigned market
•         Maintains SLA according to the contract
•         Presents and reports to Senior Management data on progress
•         Maintains a positive working relationship with Customers, Peers, Sponsors, Employees, and Contractors
•         Follows Concentrix Contract Workforce Policy
•       Controls compliance with Concentrix Code of Conduct and Business Controls
•         Facilitates optimal communication within the center
•         Manages Concentrix employee retention
•         Deploys Resource management to ensure availability for business continuity
•         Support and reinforce process Adherence/Compliance
•         Manages Expenses within the Concentrix policy regarding travels, business activities etc.
•         Responsible for Task Management of the Team
•         Performs additional tasks according to business needs
•         University degree
•         At least 2 years of operations and people management skills
•         At least 3 years of customer management experience
•         Fluent level of English, both written and verbal
•         Advanced knowledge in MS Office applications
•         Knowledge in the applications used within the company
•         Proven cost management skills
•         Flexibility and ability to manage a demanding and changing workload
•         Excellent communication, presentation and leadership skills and ideally have gained Prior team management or team lead experience management experience within a call center environment.
•         Aptitude for understanding and solving problems, timely decision-making and conflict management skills
•         Ability to work independently and within a team

Why to work for Concentrix ?

We provide a clear path to career development and offer support, advice and coaching every step of the
way. Some of our other benefits include:

  •     Competitive salary
  •        A bright, modern and exciting place to work, with excellent staff facilities
  •        Performance related pay
  •        Voluntary Medical plan
  •        Life insurance
  •        Annual reward and recognition events
  •        Holiday pay
  •       Team and Concentrix events