Operations Manager (Greek & English) – BPO | Remote / Hybrid | Eastern Europe

About us

At Prometeo Talent, we connect top-tier professionals with companies that are shaping the future. With a strong presence across America and Europe, we're proud to be one of the highest-rated recruitment agencies in the market.

We're currently partnering with a global BPO company that delivers customer experience solutions for international clients. With a strong focus on operational excellence, performance, and continuous improvement, the company supports multilingual operations across multiple regions while fostering a collaborative and high-performance culture.

About the Opportunity

We are looking for an experienced Operations Manager to lead and scale a customer service operation supporting Greek-speaking clients within an international BPO environment.

This is an excellent opportunity for a results-driven leader who enjoys managing large operational teams, building strong client relationships, and driving business performance. You'll play a key role in ensuring service excellence, operational profitability, and continuous improvement while working closely with both internal stakeholders and international clients.

Responsibilities

• Lead the day-to-day operations of customer service programs, ensuring service excellence and operational efficiency.

• Monitor and achieve KPIs, SLAs, quality standards, and overall business objectives.

• Drive operational performance by analyzing metrics and implementing improvement initiatives.

• Manage operational profitability through cost control, productivity optimization, and financial performance monitoring.

• Lead, coach, and develop Team Leaders, Supervisors, and operational teams to build a high-performance culture.

• Serve as the primary operational point of contact for international clients, maintaining strong long-term relationships.

• Lead business review meetings (WBRs, MBRs, and QBRs), presenting operational and financial performance.

• Collaborate with Quality, Training, and Workforce Management teams to optimize service delivery.

• Support operational transitions, ramp-ups, and new service launches.

Requirements

• 5+ years of experience managing operations within BPO, contact center, or customer service environments.

• Proven experience leading operational teams and contact center structures.

• Experience managing client relationships in customer-facing environments.

• Experience working with international clients and multicultural teams.

• Strong focus on operational performance, profitability, and continuous improvement.

• Solid understanding of contact center operations across voice, non-voice, omnichannel, and AI-enabled environments.

• Experience working with CRM platforms and contact center technologies.

• Advanced Excel skills with strong reporting capabilities.

• Fluent Greek (C1–C2) and English (C1–C2).

• Strong leadership, communication, analytical, and stakeholder management skills.

Nice to Have

• Experience with Power BI or other business intelligence tools.

• Previous experience supporting large-scale international customer service operations.

• Experience leading operational transitions, ramp-ups, or launching new programs.

• Background in data-driven operational improvement initiatives.

What's in it for You

🤝 Opportunity to work with international clients in a fast-paced global BPO environment.

📈 High-impact leadership role with direct influence on operational performance and business results.

💡 A role where you'll help shape operational excellence while driving continuous improvement and customer success.